The QueueMetrics' Agent Page
If you want, you can have your agents log into QueueMetrics and use their own Agents Page to:
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Log-in and log-off from their queues
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View in real-time the calls they are handling
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Have a CRM automatically open when they answer a call
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Start outbound calls
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Pause and unpause themselves, setting their pause code so the supervisor can see it (e.g. Lunch versus Back office)
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Set call outcomes
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Receive messages from their supervisors
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Run a limited set of self-service reports to see their own statistics in real-time.
Setting up the Agent’s page
The agent’s page is already set up in QueueMetrics Live. If you use the autoconfiguration option together with the Ansible script to manage your system, it will work immediately.
Logging on as an administrator, you can open up the configuration bar and select "Users" to see all agents configured in your system - their login starts with "Agent/" and they belong to class AGENTS. Their password is the default one you set up in the Ansible script, but you can change it.
| If you add an e-mail address to the User, they can log in using the e-mail address and their password without having to remember a separate set of credentials. QueueMetrics also supports SSO using Microsoft or Google as identity providers. |
If you create agents and queues manually, and want agent actions, remember to set the "External reference ID" field with the unique-id used internally by FusionPBX to identify each resource. This happens automatically with Uniloader.
Using the Agent’s page
An agent logs in from the main page of QueueMetrics Live with their own credentials, usually in the form "Agent/XXX" or (if you set it up on their User) their e-mail address.
From there they can perform all of their tasks, for example, pictured below you can see the list of calls just processed and the details of the current call:
The QueueMetrics User Manual contains more information on how to use the Agent page for your users.