SER VICES DATAS H EET
Agent Activity Monitor
Manage agent or agent group status quickly in real time
Manage Agent Status Efficiently
With Agent Activity Monitor, an agent supervisor can change agent status by clicking on
an extension associated with a specific agent and changing the status to agent-ready,
not-ready with reason code, or agent-logged-out.
In addition, an agent supervisor can log out all agents in an agent group, saving valuable
time when an entire agent group should no longer be available, such as when a contact
center closes or during an emergency.
See Current Status and Activity
BENEFITS
• Shows agent and agent group
activity and status securely so
that team leads and supervisors
can manage daily operations well
• Provides quick and efficient way
to log out entire agent groups,
if needed
• Can be used with various
softphones
With Agent Activity Monitor, supervisors can access real-time agent status for individual
agents and agent groups on a given switch. They can see if an agent is logged onto an
extension, the extension number, the agent’s working state and time in that state.
This real-time visibility is possible since the Agent Activity Monitor receives Genesys
T-server events whenever an agent state changes.
View Key Metrics in Real Time
The Agent Activity Monitor includes a metrics tool so that supervisors can review simple
statistics for an agent or agent group activity quickly. For example, the agent group
metrics show numbers of agents ready, not-ready, in after-call-work, busy and logged
out, so that the supervisors can see availability in real time.
Access Securely
Supervisors can use Agent Activity Monitor from any web browser rather than a thick
client. You specify which supervisors can view which agents or agent groups’ activity
through Windows/Microsoft IIS security policies. In addition, you can set up a “switch
view” with a system-wide visibility for select super users.
S ERV IC E S DA T A S H E ET
Agent Activity Monitor / page 2
FEATURES
Seat status which
can be filtered
• Agent status synchronized with
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Agent group(s)
with controlled access
•
View updates in
real time
•
Genesys-enabled softphone
Ability to set agent status
either individually, per group,
or per switch
Agent status not-ready reason
codes can be synchronized
with Workspace
Restricted view of agent group
activity by supervisor, if needed
“Switch view” for use by “super
users” only
Status metrics on
selected view
Technical Specifications
• Agnostic to softphone vendor type
• Restricts access to specific
users/supervisors through Windows
and Microsoft Internet Information
Services (IIS) security policies
• Supports large scale deployments
(800+) of phones preferably with
multiple IIS servers in an Active/Active
architecture and with an HTTP
load-balancer distributing requests.
HTTP session management is
not required.
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Microsoft IIS versions 6/7/7.5
Microsoft.NET 3.5 Framework
Genesys CIM 7.5 or later
Internet Explorer 9 or later
Firefox and Chrome
Cisco UCM 7.x and UCM 8.x
Cisco 7900 series IP phones
Cisco IP Communicator 7.x and 8.x
About Genesys
Corporate Headquarters 2001 Junipero Serra Blvd., Daly City, CA 94014 USA
Tel: +1 650 466 1100 | Fax: +1 650 466 1260 | www.genesys.com
Copyright ©2015 Genesys. 2001 Junipero Serra Blvd., Daly City, CA 94014
All Rights reserved. Genesys and the Genesys logo are registered trademarks of Genesys. All other company names
and logos may be registered trademarks or trademarks of their respective companies.