The ‘Live Agent Sessions’ widget shows all agents currently in sessions. If a Supervisor clicks an Agent in the Live Agent Sessions widget they can access Widget Actions.

'Live Agent Sessions' widget

The widget has the following controls:

Control Name

Description

State

Agent picture as defined in IM. 

(info) Can be set to small status icon via widget settings.

Possible states:

  • Gray – user is Offline, IdleOnline, IdleBusy, Inactive, None. Also used for Agents belonging to another Organization Units than the user currently logged-in.
  • Green – Online;
  • Yellow – Away, Be Right Back, Appear Away, Off Work, RONA state.
  • Red – Busy;
  • Red with white dash – Do not Disturb. 

First Name

The first Name of the corresponding Agent.

Last Name

The last Name of the corresponding Agent.

Service

Service Name, which a customer makes the call to.

Direction

Can either be:

  • Inbound 
  • Outbound 

Session State

State of the current Agent session:

  • Starting the session is started
  • Ringing – the call has been started until accepted
  • Connected – the call is accepted by the Agent/Customer (depending on session type)
  • InAcw – after the call is finished, the Agent has after call work time.
  • InAcw Extended – agent extends the after call work time
  • Preview – outbound task is accepted by the agent
  • Connecting to Respondent ringing form the agent to the customer (outbound session)

Started

Time when the Agent Session has been started.

(info) Is using the local time and Time Format that has been set by currently logged in user.

Reserved

Shows if the current Agent with appropriate responsibilities has been reserved for the customer waiting in a queue.

Accepted

Time when the call was accepted by the Agent.

(info) Is using the local time and Time Format that has been set by currently logged in user.

Terminated

Time when the call was terminated.

(info) Is using the local time and Time Format that has been set by currently logged in user.