Display modes

In this section

In this section
1 Switching modes 2 Table 3 Agent Tiles 3.1 Distributing tiles and organizing the view 3.2 Managing Agents 3.2.1 Finding and filtering agents 3.2.2 Viewing information on agents

There are two display modes available for VCC Team Monitoring:

Table mode
Agent tile mode

Switching modes

If agent tiles are enabled for your account, you can switch from the table to the tile-based mode.
To switch between modes, go to the top of the table and click the switch button:

Table

Agents are displayed in the form of a table where you can see the details of each agent.

Using the table, you can:

Search for agents using the search bar and filters;
Sort the results based on agents' names states, presence states, skills, and groups.

Agent Tiles

In agent tile mode, agents are displayed in the form of movable tiles that you can dynamically arrange according to your needs.

Distributing tiles and organizing the view

Edits are saved automatically every 30 seconds until you save your layout.
Before making any changes, make sure the layout is in Edit mode (unlocked). If the layout is locked, press the Unlock layout button to allow editing.

You can distribute your tiles representing agents by:

Pressing the Move all button. All agents are moved to the dashboard.
Selecting individual agents/groups of agents, then dragging and dropping them onto the dashboard.

Once your agent tiles are on the dashboard, you can arrange the view by dragging and dropping agent tiles in the desired spots. You can also move your tiles to align them, as needed.

Tip

You can move more than one tile at a time. To do that, select the group of tiles you want to move, then drag and drop.

Once ready, click the Save and lock layout button.

Managing Agents

Finding and filtering agents

In the agent tile mode, you can find and filter agents:

using the search option, based on the phrase you enter. The application immediately highlights the results:
by filtering agent tiles based on the agent's current status. After selecting the status, the application will only show the tiles of agents whose status complies with your selection.

Viewing information on agents

You can view information on agents even when your layout is locked.

Agent tiles contain information on the current status of the agent and its current duration in real time, as well as the amount of time spent by the agent in specific states.
To view a detailed summary, click on the timeline:

If you click on the agent tile, you can view detailed information on the agent:

Skills (can be edited)
Groups (can be edited)
Ongoing live interactions
Statuses with information on the time spent in each.