Configure a real-time Agent Group module

Configure a Real-Time Agent Group Module

This is a procedural topic for administrators describing how to configure a real-time Agent Group Module.

This topic also covers the following related tasks:

Hide the Summary Statistics Panel

Hide the Group Statistics panel

Hide Selected Events on the Group Statistics Panel

Hide the Individual User Statistics panel

Control Which Columns to Display in the Individual User Statistics Panel

Hide Logged Out Users

Configure an Event's Value to Change Colour on Reaching Chosen Thresholds

Show Data for Agent Subgroups

Enable the Agent Group Module to be Resized Manually

Prerequisites

You have logged in to storm with your user log in credentials and then launched the VIEW application. See Log in to storm and Launch VIEW.
You are familiar with the VIEW Dashboard Interface.
You have created a real-time dashboard. See Create a Dashboard for Real-Time Statistics.
You know how to place real-time modules from the Module palette. See Place Real-Time Modules on a Dashboard.
You are familiar with the meanings of the real-time statistics supported in the module. See Agent Group Module.

Basic Configuration

From the Module palette, drag and drop an Agent Group module onto an empty part of the dashboard.

Click the button in the module's title bar to display the configuration options.
If a module type option is provided, choose either 'Agent Group' or 'User Group'.
Select an agent or user group from the Agent Group or User Group options list, whichever is relevant. (This list can be restricted for supervisors by a storm UC/CONTACT administrator.)

If desired, change the height and colour of the module's title bar using the title height control and by clicking a colour on the colour bar.
Optionally, enter a meaningful description for the module. This will appear in a tooltip when a mouse cursor hovers over the module's title bar. The module title takes its name from the selected event but edit this if required.
Click the module's Save button. The module updates with data for the selected agent or user group immediately. Shown below is a module that is configured to shown agent group statistics:

Related Tasks

Summary Statistics Panel

Task

Procedure

Hide the Summary Statistics Panel

Select the 'Hide Summary Statistics' check box and then click Save.

Group Statistics Panel

Task

Procedure

Hide the Group Statistics Panel

Select the 'Hide Group Statistics' check box and then click Save.

Hide Selected Events on the Group Statistics Panel

Select or clear the check boxes in the 'Group Statistics' section and then click Save.

The options are described in Agent Group module.

Individual User Statistics Panel

Task

Procedure

Hide the Individual User Statistics Panel

Select the 'None' option in the 'Display group members' section and then click Save.

Control Which Columns to Display

Select an event name from the 'Group Events' options list and then click Add Event.

The options are described in Agent Group module. Click Save.

Click to remove an event.

Each event corresponds to a column name or button in the panel:

Event Name	Corresponding column or button
Received	Displays the Received column. This will apply to agents only.
Answered	Displays the Answered column. This will apply to agents only.
Service Level	Displays the % column. This will apply to agents only.
Failed	Displays the Failed column. This will apply to agents only.
Made	Displays the Made column. This will apply to agents only.
Supervisor Listen-In	Displays the and buttons. This will apply to agents only.
Log Off Agent	Displays the button. This will apply to agents only.
Change Agent Status	Displays the button. This will apply to agents only.
Status	Displays the Status column.
Custom Status	Displays the Custom Status column.
Current Call Queue	Displays the Current Call Queue column. This will apply to agents only.
Current Call Duration	Displays the Current Call Duration column.
Current Connected Number	Displays the Current Connected Number column.
Agent Group	Displays the Agent Group column. This is available in an 'agent group' configured module and applies to an agent group that contains other agent groups.
User Group	Displays the User Group column. This is available in a 'user group' configured module.
Dial Table View	Displays the Dial Table View column. (Applies to an agent in an agent group configured for Outbound service in an OUTBOUND campaign.)
Dial Table	Displays the Dial Table column. (Applies to an agent in an agent group configured for Outbound service in an OUTBOUND campaign.)
Dial Calls	Displays the Dial Calls column. (Applies to an agent in an agent group configured for Outbound service in an OUTBOUND campaign.)
Failed Dial Calls	Displays the Failed Dial Calls column. (Applies to an agent in an agent group configured for Outbound service in an OUTBOUND campaign.)
Extension	Displays the Extension column.

Hide Agent/User Names

In the 'Display group members' section, select the 'Anonymise Agent Names' or 'Anonymise User Names' option and then click Save.

Hide Logged Out Users

In the 'Display group members' section, select one of the following and then click Save.

Logged on	To display all users (including agents) who are currently logged in.
Logged on today	To display all users (including agents) who logged in earlier today even if they are now logged out.

Configure an Event's Value to Change Colour on Reaching Chosen Thresholds

Click the event's Alert button.

For Status and Custom Status durations:

Click Add Status Alert and then type the exact name of a status in the Status column (this is not case-sensitive). Then, type threshold value limits (in minutes) next to some or all of the colours, which when exceeded, will display the status duration in those colours.

For example, with the settings shown, the duration for Break will display in orange at 2 minutes and 30 seconds, and in red at 3 minutes.

Repeat this for other statuses as required.

For other events, type threshold value limits next to some or all of the colours, which when exceeded will display the value in those colours.

For example, with the settings shown above, a value will display in green at 10, in blue at 40, and in red at 70.

General Tasks

Task

Procedure

Show Data for Agent Subgroups

This is available in an 'agent group' configured module and applies to an agent group that contains other agent groups.

In the 'Display group members' section, select the 'Show subgroups' check box and then click Save.

Enable the Module to be Resized Manually

In the 'Display summary/group stats' section, select the 'Resizable' check box and then click Save.

You can then resize the module by clicking and dragging its bottom edge.

Equivalent Historical Statistics

Use this section if you want to present historical statistics that are close or equivalent to the real-time statistics supported in the Agent Group module when it is in an 'agent group' configuration.

In the following tables, the Statistic column is the statistic name as seen in the Agent Group module. The second column displays the equivalent historical statistic and, where relevant, the standard historical report where the statistic is available.

For detailed descriptions of these historical statistics, see the storm VIEW Standard Historical Reports Reference Guide or the storm VIEW Historical Data Source Reference Guide.

Group Statistics

Statistic	Equivalent standard historical statistic
Service Level	Service Level metric. Use the standard Agent Groups report.
Failed Calls	Failed Calls metric. Use the standard Agent Groups report.
Answered	Answered Communications metric. Use the standard Agent Groups report.
Total Incoming	Incoming Communication Attempts metric. Use the standard Agent Groups report.
Total Outgoing	Outgoing Calls (Manual) metric

Individual User Statistics

Column	Equivalent standard historical statistic
Agent	Agent dimension. Use the standard Agent Groups report.
Received	Incoming Communication Attempts metric. Use the standard Agent Groups report.
Answered	Answered Communications metric. Use the standard Agent Groups report.
%	Service Level metric. Use the standard Agent Groups report.
Failed	Failed Calls metric. Use the standard Agent Groups report.
Made	Outgoing Calls (Manual) metric

Explore Further

How VIEW Works