The 'Distribution Group Status' widget shows an overview of the agents associated to the same distribution group (Distribution Policy/Traits assigned to Service) and their availability.
This widget is useful to check check if certain policies Distribution Policies not effective. You either need to adjust the basic Trait and Responsibility Definition for your agents and check their Duty Profiles or edit the Distribution Policy itself.
The widget has the following controls:
Distribution Group Policy Name. Will list a name of traits associated with that selected policy.
Comma-separated List of all Organization Units of the contact object belonging to this distribution group.
Signed in Agents related to the first distribution group. Agents with ‘OffDuty’ Profiles selected are not counted.
The Number of Agents of corresponding service, which are ready to receive the call (selectable)
The Number of Agents of corresponding service, which are in a direct call.
Direct Call: a conversation between the Agent and NON-SERVICE endpoint (incoming/ outgoing / internal). During this state the agent is marked as Not selectable by the system
The Number of Agents per service in an inbound service call (with customer) at the moment.
The Number of Agents per service in an outbound service call (with customer) at the moment.
The Number of Agents per service in a queue at the moment.
Longest Waiting Task
Time showing the longest time of waiting the task at the moment.