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In the real-time environment, you can monitor agents and queue campaigns in real-time.

You can find Realtime section under the XCALLY Motion Bull menu:

Click on one of the following Tab to open the related view:

Agents

You can monitor Agents at work and change their status on the fly, according to your organization needs.

The list shows, for all the agents currently logged in the system, general and per-channel activity information.

The list of Agents Activities can be searched or filtered by Agent Status or by Queue clicking on:

In Agents list you can see:

  • Name and internal number

  • Status, which can be:

    • IDLE if the Agent is currently not working on all the channels

    • BUSY if the Agent is currently working on one or more channels

    • PAUSE/DEFAULT PAUSE/LOGININPAUSE/CUSTOMPAUSE: if the Agent is in pause (one of the available types of pause or any Custom Pause defined in Tools: Pause)

    • ONHOLD if the Agent is currently on hold

    • Login Time: the time the Agent is logged in

    • Pause Time: the time the Agent is in Pause

Clicking on 3 dots menu you can:

  • Change the Agent Status to Logout or Pause

  • Add/Remove the Agent to a Voice Queue (this change doesn't apply to interactions which are already ongoing and allows you to choose the queues from a list)

If the Agent is already in Pause you will see a different command menu with an End Pause command (you can also change the Pause type).

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