As a supervisor, you can view current statistics
regarding each agent you're responsible for.
Click the agent activity tab.
From here you can view the agent statistics
and force an agent to join a queue
or change their a CD state.
You can view agents in two ways.
Q view, which showcases every agent within the
queue and agent view.
Here you would select individual agents
to view their information using the dropdown menu.
In the agent view, select the agent to view
their current a CD state is displayed,
how long they've been in that a CD state,
their current status, the total number of calls
that have been presented to them,
total calls they have missed or bounced calls,
and the total talk time
and average talk times statistics to change.
An agent's a CD state right click their a CD state status
and select their current a CD status from the list provided.
Once finished, the agent's a CD state will now be changed.
Lastly, you can also force agents to either join
or leave a call center.
To do this, select an agent
and either click on force these agents
to join the call center to place them in the call center,
or you can click on force the agent to leave the call center
to remove them.