14.4.4. User Components
  • 25 Aug 2023
  • 3 Minutes to read
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14.4.4. User Components

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Article summary

User components are focused on reporting on your agents, most specifically when they log in and out of the service.

Users: Agent Login

Displays a table of login/out events for all agents within a group along with options to download the data

Option

Default

Description

Component Name

Agent Login

The display name of the component

Group

All Groups*

The group of agents on which to report - Groups are managed within AVS.

Also note that select “All Groups*” will report on all agents associated with at least one group.

Limit Results

10

Limits displaying records to the set amount

Time Zone

UTC + 00

The time zone, which sets when the day or week starts.

Period

This Hour

The period of time in which the calls apply - the options are

  • This Hour - from the beginning of the hour
  • Today - from the beginning of the day
  • This Week - from beginning of the week
  • Rolling Hour - from exactly an hour ago

Display Options - Auto Height

Disabled

Once enabled the height of the component will automatically adjust to fit all contents automatically, otherwise the component can be manually resized

Interval Export


Selecting a time frame using the To and From values allows you to download a CSV file of all login information within that window

Agent Login Information

Description

Name

Name of the agent who either logged in or out of a group

Group

The name of the PBX group from which the agent logged in or out

Event

Either Login or Logout

Date & Time

The date and time when the user logged in or out from the group

Elapsed

How long the user has either been logged in or out from a group

Users: Agent Status

Displays a table of every availability state change for all agents within a group along with options to download the data

Option

Default

Description

Component Name

Agent Login

The display name of the component

Profile

All Profiles*

The Availability Profile on which to report - Profiles are managed within AVS.

Also note that select “All Profiles*” will report on all agents associated with a Profile

Limit Results

10

Limits displaying records to the set amount

Time Zone

UTC + 00

The time zone, which sets when the day or week starts.

Period

This Hour

The period of time in which the calls apply - the options are

  • This Hour - from the beginning of the hour
  • Today - from the beginning of the day
  • This Week - from beginning of the week
  • Rolling Hour - from exactly an hour ago

Show - State Name

Enabled

Displays the State name for each record that the agent set themselves to

Show - State Display Name

Enabled

Displays the State display name for each record that the agent set themselves to

Display Options - Auto Height

Disabled

Once enabled the height of the component will automatically adjust to fit all contents automatically, otherwise the component can be manually resized

Interval Export


Selecting a time frame using the To and From values allows you to download a CSV file of all login information within that window

Agent Login Information

Description

Name

Name of the agent who updated their Availability State

Profile

The name of the Availability Profile assigned to the agent

State Name

The name of the Availability State the agent set themselves to

State Display Name

The display name of the Availability State the agent set themselves to

Date & Time

The date and time when the agent updated their Availability State

Elapsed

How long the agent is or was set to the Availability


After updating the name of a profile or state within the Natterbox Salesforce app, the change is not displaying when using the Agent Status element within Wallboards.

When making a change to the name of (or deleting) a profile or a state within the app, the change takes a short while to synchronise with an active Wallboard. It automatically updates after 20 minutes. However, to force the change to display, either log out and back in to the wallboard or refresh the wallboard (by refreshing the browser using F5. Don’t forget to save any changes that have been made to a wallboard first).

CSV exported logs will download only what the element can see, so if the logs are to be downloaded, the change must be visible in the element first.





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