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User name and availability - Availability is indicated with a colored circle and text.
Active - Agent needs to be active to receive calls. Deactivated users are not receiving calls from the pool.
Free to receive calls - Agents are free when they are active in the pool and are accepting service calls. In addition, their availability status must allow service calls to be allocated and they must not be currently talking.
Accepting service calls - Agent is accepting service calls.
Ongoing call - Agent is having an ongoing call in this poolcall. Can be direct call or service call.
Talking on pool - Name of the pool, if agent is having a service call.
Wrap-up time - Optional feature. When service call has ended, wrap-up time is activated automatically by the system and new service calls are not allocated to the user during the wrap-up time.
Skill level - If the pool is using skill-based, then the numeric skill level of the agent is displayed.
Remove user - Remove the user from this pool.
Add users - Button at bottom right opens a new view where agents can be selected and added to this pool.
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