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State
INCALL = Agents in a Call
WRAPUP = Agents in wrapup i.e. coding the call and post-interview notes
WAITING = Agents waiting to be connected to a call by the INVADE Solution
UNAVAIL = Agents Logged in but not available to take a call i.e. just starting a shift
/Hour = Average agent time in State per hour across the campaign
% = Percentage of state per hour
/Call = Average agent time in State per call across the campaign
Total = Total for Row
On the right-hand side, in the midsection, is the INVADE Solution monitoring tools allowing you to interact with the extension in 3 ways:
Monitor - the ability to listen to the agent extension
Coach - the ability to listen and speak to the agent making the call
Barge - the ability to listen and speak to the agent & respondent
To use this feature, enter your number ~(i.e. extension number, cell number etc (Depending on Outbound set up) and the INVADE Solution will call you.
Bottom Menu bar - Below the main WebConsole window
From here you can further view data provided by the INVADE Solution and CATI, by default this will display the Agents tab
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