All Agents - Information

All Agents is a section available from the side menu to authorised users. 

All Agents - Will show all live (active) campaigns and agents currently active on the INVADE Solution (Note. the campaign must be running with the agent logged on to see data on the agent). You may be familiar with the section, as it is also available per campaign within WebConsole.

All Agents default page header

On the right-hand side 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.
Note. By default you must start as a monitor, before progressing to Coach & Barge (forced from mid November 2020 Release)

Icons top right = INVADE Solution connected

User  = Currently logged on Username and INVADE Solution Web Portal Version, with the ability to 'Logoff'

Name = Agent given Name (often a code not a real name)

Campaign = Campaign name as set within the CATI design

Location = Booth location ID (note this is often the phone extension)

Duration = Time Agent has been in the current state i.e. in a call (INCALL)

Logged On = Date and Time Agent logged on to the Live Campaign

Dllr Calls = Calls handled by the Agent from the Dailler

Agent Call = Calls made by the Agent via the Dailer (Set up depending)

InCall % = Percentage of total time the agent in a call for the campaign

Wrap % = Percentage of total time the agent is in Wrap Up at the end of a connected call for the campaign

Wait % = Percentage of total time the agent has is waiting for a connected call for the campaign

Unavail% = Percentage of total time the agent has been unavailable for a connected call for the campaign

Total = Total time when the agent logged in and joined the campaign

Monitors = Agent is actively being monitored/coached or barge

Rec = Calls for the Agent are been recorded (this is displayed as a coloured dot)

A = Agent is making a preview call (this is displayed as a coloured dot)

Status = Current state for the agent i.e. WRAP UP

ACT Tel = Respondent telephone number Agent currently connect