Avaya Interaction Center 6.0, Руководство пользователя, Страница: 62 / 220

Chapter 2 Managing Avaya Agent
62 Avaya Agent User’s Guide
b If you want to narrow your search to display only external agents or supervisors, select
Specific Agents and then select either of those check boxes, or both check boxes.
Note: The Devices selection is related to the display of the Queues tab, not the
Agents tab. External agents are people, usually outside of your company, who have
possess special knowledge or skills. They have been appointed as external agents to
assist agents with customer questions and problems.
c If you want to include only those agents who are currently Available, Busy (in Aux-work),
or Logged Out, select those agent states.
5 Click Apply.
The tabs are updated according to your selections.
Looking Up Agents with the Find Option
The Find option offers another method of looking up information about agents at your contact
center. With this dialog box, you can search for agents in the following ways:
n
Media type (Voice, Email, or Chat)
n
Agent type (External, Supervisor, or Device)
n
Current agent state (Available, Busy, or Logged Out)
n Skills (such as knowledge of a language or an operating system) and skill proficiencies
n
Personal information (First Name, Last Name, and so on)
The Find option finds three pieces of information about each agent: login ID, display name, and
media types that are enabled.
You can save the results of each search as a tab that is added to the main UAD dialog box. The tab
lists all the agents found in the search but provides only their login ID. This can help you find an
agent for a specific need when you need one, such as an agent who is proficient in a specific
language. For example, if you occasionally receive voice contacts from people who speak
German, you could create a German tab for all available agents who speak German proficiently
and who handle Voice. Then when you need to transfer a call to a German speaker, you can find
one in your tab.
Note that the agent state is not updated in the tabs you create. An agent who was available when
you created the tab may not be available when you use it later. See
“Updating UAD Information,”
on page 66 .