NameDescriptionFilters and Options
1Active 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

(tick) Only visible if user has the right to listen, whisper or barge in. → Role Based Access - RBAC > Web > Supervision

(info) 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
((lightbulb) 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)
2Agent Supervision

Provides Agent Supervision functionality as a widget. By default shows: 


Ordering

  • Name asc (default)

Filters:

  • Organization
  • Name
  • State
  • Profile
  • Presence State
  • Duty Profile
3Callback 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

(tick) Callback tasks can be generated from within the "Lost Tasks" widget.

(info) 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)
4Emergency 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.

(tick) Any user with the given "supervision" permissions may revoke/edit/delete the case. Emergency Cases can also be created via configuration backend.

(info) 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" activities to your Workflow Structures.

(tick) To take effect a workflow handling an "Emergency Case" must be configured via Service Workflow Configuration > "Emergency Case".

Filters:

  • Service (multiselect) and OU (multiselect)
    or
  • ServiceGroup (multiselect)
5LostLost tasks counter.

Size-adjustable

Filters: 

  • Organization
  • Service
  • Service Groups
  • 15' time or 00:00 "Current day" 
  • Lost In: (IVR, Queue)
6Lost 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.

(lightbulb) Values are prefilled from the caller. Callback-Buttons are disabled, when the target is anonymous.
(lightbulb) 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)
7Queued 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:

  • QueueTime  
8TasksCurrent task counter

Size-adjustable

Filters: 

  • Organization
  • Service
  • Service Groups
  • Session State (Connected, Connecting to Respondent, Created, In IVR, In Queue, Incoming, Preview)