The 'Historical Inbound Agent Sessions' widget shows current-day Agents sessions in order of occurence to provide supervisor with an overview what Agents have done that day.
The widget has the following controls:
Agent picture as defined in SfB.
Can be set to small status icon via widget settings.
The first Name of the corresponding Agent.
The last Name of the corresponding Agent.
Service Name, which a customer makes the call to.
Time when the Agent Session has been started.
Shows if RONA state was set to the Agent.
RONA state can be reset by Supervisors → Also see Reset RONA State
Ringing duration time until the call was accepted.
Time duration shows how long the customer was connected to the Agent.
ACW – after call work.
This value is configurable for Agent Assistant and specific for each service. It can be extended by the Agent over the Agent Assistant.