Agent Search - Builder

Agent Search is a section available from the side menu, available to authorised users. 

Agent Search allows a user to search for an agent and data relating to the agent. This can be described as 'agent state'

Call Search default page header

		Note. the Columns & Filter Panel is available from the right-hand side as shown here. Filters will allow you to pick values for the matching column's cell value Below is the full list of  columns & filters available

Columns

Title = Agent Search, the current section you are viewing within the INVADE Solution 
Agent = The ability to drill down to any Agent that has been logged to the CATI and used on the INVADE Solution
Campaign = The ability to drill down to any campaign activated on the CATI and used on the INVADE Solution
Start Date = Start date for the Agent Search
End Date = End Date for the Agent Search
Magnifying Glass () = Commit the search (enter)

Gray Column titles 

Name = Agent name returned from the search.
Campaign = Campaign name as created on the CATI.
Location = Extention number assigned (often the same as booth ID).
Date = Date agent logged on within the search parameters.
Logged On = Date agent logged on & time within the search parameters.
Dllr Calls = Dialler calls handled by the agent.
Agent Calls = Calls made by the agent using the dialler (Manual Calls).
TalkTimeTot = Total talk time for the agent.
WrapTimeTot = Total time in 'wrap up' for the agent.
WaitingTimeTot = Total time waiting for a connected call (Predictive).
UnAvailableTimeTot = Total time agent is unavailable when just logged in and if agent sets themselves unavailable.
TimeTot = Total time form the agent logging on to logging off and all actions between.

On the upper 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.

Icons top right = INVADE Solution connected

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

How to build and generate an Agent Search

Example of a single agent search (Agent6001) with the Campaign as 'testCamp' between two dates (24 September 2018 & 28 September 2018). 

The generated report includes data for the agent from logged on to log off within the date range given

The record returned will show all the available data for that agent from the date and time logged on. In this example, you can see the agent was working on a predictive campaign during the dates selected. data can be exported to a .CSV file
Note. results will vary  to live information if the agent is still logged in 

NOTE. If you navigate away from this section the AgentSearch report will need to be rerun