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Barracuda Phone System

Monitoring and Managing Agents

  • Last updated on

Monitor Agents

View the status of each Barracuda Phone System agent on the Switchboard > Agent Monitor page.

Manage Agents

You can change the status of an agent on the Switchboard > Agent Manager page by clicking on the agent status, and selecting from the available options:

  • Available
  • Offline
  • Lunch
  • Meeting
  • Training
  • Break

In addition to agent status, you can show or hide the agent phone information, and view the length of time the agent has been in the current state.

Agent Status

On both the Agent Monitor and Agent Manager pages, when an agent is available, it displays in a colored box based on its current status:

  • Blue indicates agent is available;

  • Green indicates agent is on a call, and call details display

  • Yellow indicates the agent has placed a call on hold, and call details display

  • Orange indicates the agent has been in the current state for longer than the warning threshold time as defined in the Wait Time Warning Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)

  • Red indicates the agent has recently missed a call or has been in the current state for longer than the critical threshold time as defined in the Wait Time Critical Level setting (Extensions > Inbound Call Queues > Create Queue > Queue Management Display)

 

 

Last updated on