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 to find specific users. Grid can also be 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 on hover.
Ongoing call - Red call icon is displayed, if the user is on call.
Talking on pool - The name of the pool is displayed where the user 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 the 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 list, pagination controls allow you to select how many rows are displayed at same time. You can then move between the pages. You can choose from different row amounts depending how many rows your list has. Also all rows can be displayed at same time.
