Controlling Employee and Agent State

Using Interactive Contact Center and Contact Center Client, you can control agents on the following monitors:

Agent State by Position and Employee State by Position
Agent State by Time and Employee State by Time
Agent Shift

Agent control gives you control over individual agents. Monitor control gives you control over all of the agents on a monitor. All of the agents on the monitor are affected simultaneously by the action you take.

If you have Context Sensitivity enabled for monitors, the Agent Control and Monitor Control tabs display in the Contact Center Client ribbon when you have any of the above monitors open. You can perform actions using either a right-click and select method within the monitor or by selecting an agent or an empty cell (monitor control) and accessing the action menu in the Agent or Monitor Control tab views.

Using Interactive Contact Center and Ignite, you can control agents and employees in the following monitors:

Employee State
Agent State

Note:

Context sensitivity and monitor control are not supported with Ignite. You can alter the state for only one employee or agent at a time.

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