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This view gives you an overview on all the members of service pools and what they are doing at the moment.

Pool users view can be accessed from top right corner of Pools view:

Pool users view displays all users who are currently members in any service pool. Users can be filtered with their name and the grid sorted by any of the headers. You can, for example, sort the talking users at top. The grid is automatically updated every five seconds and new data fetched for each user.

Show offwork agents switch allows you to show or hide users with off work availability status.

The grid has columns for:

  • User name and availability - Availability is indicated with a colored circle and text.

  • Ongoing call - Yes, if the user is on call

  • Talking on pool - The pool name is displayed where the user name is on a call

  • Free - 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.

  • Wrap-up time - if user is in wrap-up time, then the time left is displayed here

User names can be clicked and the user’s information accessed at single user view.

At the bottom of the grid, pagination controls allow you to select how many rows are displayed. You can choose from different row amounts. Also all rows can be displayed at same time.

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