| Name | Description | Filters and Options |
|---|
| 1 | Active Tasks | Show for an entry for each session, containing the following elements: - Icon indicating the SessionType (see above)
- Arrow indicating the direction (inbound/outbound)
- CustomerIdentifier (SIP/Telephonenumber/E-Mail-Address)
- Service DisplayName
- Agent DisplayName
- (TimeType): (d.hh):mm:ss (ticking up)
Supervision Action Button  Only visible if user has the right to listen, whisper or barge in. → Role: Role Based Access - RBAC > Web > Supervision
 Buttons are available for Listening/Whispering/BargeIn on "supervisable" sessions. Disabled as long as the session is not connected to an agent or when the task type is not applicable for supervisio (External Task, Mail, Unknown).
| Ordering: - Started Time desc (default)/asc
- Time in... desc / asc
- Service(A-Z)/Time in... desc / asc
- Service(A-Z)/State(Ringing, Preview, Connecting To Respondent, Connected, ACW, ACWExtended)/Time in... desc / asc
Filters: - Service(multiselect) and OU(multiselect)
- OR
- ServiceGroup (multiselect)
- SessionDirection(multiselect): (Inbound, Callback, External, Outbound/Conversation As)
- Modality (multiselect): (IM, Audio, AudioVideo, E-Mail)
Thresholds
( only apply when the Time is visible or when the Session is of the correct "type" to display a time) - RingingTime
- ConnectedTime
- ACWTime
- ACWExtendedTime
- PreviewTime (Outbound)
- ConnectingToRespondentTime (Outbound): (CustomerConnectingTime)
- ConnectedToRespondentTime (Outbound): (CustomerConnectedTime)
|
|---|
| 2 | Agent Supervision | Provides Agent Supervision functionality as a widget. By default shows:
| Ordering Filters: - Organization
- Name
- State
- Profile
- Presence State
- Duty Profile
|
|---|
| 3 | Callback Tasks | Shows an entry for each queued session, containing the following elements: - Icon indicating the SessionType (Callback)
- Arrow indicating the direction (outbound)
- CustomerIdentifier (SIP/Telephonenumber)
- Service DisplayName
- Creator
- Due Date
Callback tasks can be generated from within the "Lost Tasks" widget. Details and parameters are explained on the Outbound / Callback Task Configuration settings (Outbound) page and configured per service. | Ordering: - Due Date desc / asc (default)
- Service/Due Date desc / asc
Filters: - Service(multiselect) and OU(multiselect)
- OR
- ServiceGroup (multiselect)
Thresholds - Time until due (duration) → (DueDate - Now)
|
|---|
| 4 | Emergency Cases | Allow to create, edit or remove (active) emergency cases from the service. Emergency cases are shown distinguished with a warning sign, managed in a separate pop-up. 
Any user with the given "supervision" permissions may revoke/edit/delete the case. Emergency Cases can also be created via configuration backend. An emergency case may allow for additional checks, routings, text-to speech messages to be defined a service's Workflow Structure by adding specific "Emergency Case" Workflow Elements. To take effect a workflow handling an "Emergency Case" must be configured via the Service Workflow Configuration.
| Filters: - Service (multiselect) and OU (multiselect)
or - ServiceGroup (multiselect)
|
|---|
| 5 | Lost | Lost tasks counter. | Size-adjustable Filters: - Organization
- Service
- Service Groups
- 15' time or 00:00 "Current day"
- Lost In: (IVR, Queue)
|
|---|
| 6 | Lost Tasks | Show an entry for each queued session, containing the following elements: - Icon indicating the SessionType (see above)
- Arrow indicating the direction (inbound/outbound)
- CustomerIdentifier (SIP/Telephonenumber/E-Mail-Address)
- SessionStartedTime
- Service DisplayName
- IVR Time: (d.hh):mm:ss (ticking up)
- Queue Time: (d.hh):mm:ss (ticking up)
- Call-Button: simple "sip: <Sip-Address>" or a "callto: <PhoneNumber>" link to initate a call over the S4B- or Teams-Client
Creating Callback tasks from Lost Calls
You can create → callback tasks from lost calls. Details and parameters are explained on the Outbound / Callback Task Configuration settings (Outbound) page and configured per service. Values are prefilled from the caller. Callback-Buttons are disabled, when the target is anonymous.
Warnings will be shown when you try to delete a callback task or schedule a duplicate based on the same lost tasks.
| Ordering: - QueueTime (Duration) desc (default) / asc
- IVRTime (Duration) desc / asc
- StartTime (Absolute time) desc / asc
- Service/Queuetime desc/asc
- Service/IVRTime desc/asc
Filters: - Service(multiselect) and OU(multiselect)
- OR
- ServiceGroup (multiselect)
- SessionDirection(multiselect): (Inbound, Callback, External)
- Modality (multiselect): (IM, Audio, AudioVideo, E-Mail)
- Lost In: (IVR, Queue)
Thresholds: - Time since Started (duration)
- Time in IVR (duration)
- Time in Queue (duration)
|
|---|
| 7 | Queued Tasks | Shows an entry for each queued session, containing the following elements: - Icon indicating the Modality (see above)
- Arrow indicating the direction (inbound/outbound)
- CustomerIdentifier (SIP/Telephonenumber/E-Mail-Address)
- Service DisplayName
- QueueTime: (d.hh):mm:ss (ticking up) --> Display day and hours only, if Queuetime is that big
| Ordering - QueueTime desc (default)
- QueueTime asc
- Service (A-Z)/Queuetime desc
- Service (A-Z)/Queuetime asc
Filters: - Service(multiselect) and OU(multiselect)
or - ServiceGroup (multiselect)
- SessionDirection(multiselect): (Inbound, Outbound/ConversationAs, Callback, External)
- Modality (multiselect): (IM, Audio, AudioVideo, E-Mail)
Threshold: |
|---|
| 8 | Tasks | Current task counter | Size-adjustable Filters: - Organization
- Service
- Service Groups
- Session State (Connected, Connecting to Respondent, Created, In IVR, In Queue, Incoming, Preview)
|
|---|
