Agent Status

At the top of the Agent Status screen, you'll see a color-coded summary of the current status of all online agents. The full bar represents all agents currently online, with the segments and their relative size representing their respective states:

• Idle: agents who are connected to Conquer Voice, but are currently not in a call;
• Wrap Up: agents who are not in a call and have calls to disposition;
• On Call: agents who are currently on the phone;
• Misc: everything that doesn't fit the previous three categories. 
       •Ringing: agents who are calling someone who hasn't picked up the phone yet. 
       •Inbound-Locked: Agents being offered an inbound call.

Directly below that, it shows each agent currently online and the statistics associated with their current dialing session:

• Campaign Name: the name of the Conquer Voice Campaign the agent is currently connected to
• Cadence Name: when enabled, displays the Cadence Name the Agent is dialing from
• Agent Name: the name of the agent
• Agent Group: the name of the group the agent belongs to
• Session Start: the agent’s session start time
• Session Duration: length of the agent’s session
• Not Ready Reason: when enabled, the reason that the agent is not Inbound Ready
• State: the state the agent is currently in (e.g., Idle, Wrap-up, etc.)
• State time: how long the agent has been in that state
• Total Calls: total calls made this session
• Inbound Availability: displays Available or Unavailable for inbound calls
• Strike Count: count of inbound strikes this session

Actions

	Go to current record. If the Agent is not currently on a call, this icon will gray out.
	Monitor. You will be able to hear the Agent, but they won't be able to hear you.
	Whisper. The Agent will be able to hear you, but the Lead won't.
	Barge. When enabled, you will join the Agent's active call; both the Agent and Lead will be able to hear you.  The Agent will receive a message in the dialer stating "Manager Joined. [Agent Name] has joined the call and an audio message is played for both the Agent and Lead stating "[Agent Name] has joined the call"
	Hangup. End the agent's dialing session.

To monitor or whisper to an Agent, you must first be connected to Conquer Voice. You can only monitor, whisper, or barge if the Agent is on an active call.  Reach out to your Customer Success Manager or email services@conquer.io if you would like the monitor, whisper, or barge sessions to end when the Lead Leg of the call ends.

To stop a monitoring, whispering, or barging session without disconnecting from Conquer Voice, simply click the monitor, whisper, or barge button again or press the # key on your phone.

Filtering

You can filter the Agent Status screen by nearly every category. Type a user's name, a Campaign name, an Agent Status or more into the Search box to narrow your results automatically.

You can also filter your agents by Agent Group. Just start typing in the name of the Agent Group(s) you want to filter by and select the names as they appear from the auto-fill dropdown. Each selected Agent Group will display separately.