The Realtime Stats page provides flexible customization options for creating an online preview of your call center calls and activities according to your needs. You can find the following controls in the top right:

1. Apply filters
2. Clear filters
3. Define settings, including the realtime page layout, alerts, and states
4. Switch to TV Mode

1. Apply Filters

Click the filter button and select the required desks, skill groups, and agent states to display the associated data on the Realtime Stats page.

2. Clear Filters

After you set the filters, panels with filter data appear on the left. You can hover over the panels for details.

Click the clear buttons to reset.

3. Define Settings

Click the settings icon to customize the layout, set alerts, and select the states that will appear in the agents list.

Layout

To choose a layout for your Realtime desktop screen:

1. In the Realtime Layout Type drop-down list, select whether your agents are doing manual calls, predictive calls, or a mix of both.

2. Apply one of the suggested layouts, which is the most optimal for your needs.
   Click Show Full Screen to view an enlarged version of the screen.

   

3. Click the Save Changes button in the top right.

Alerts

Here, all users can set their alerts for the agent list, general info, groups, and incoming calls.

To set alerts:

1. Switch to the Alerts tab.

2. A page with several alert panels will open to configure settings for the relevant modules. Agent List Alerts will be expanded by default. You can collapse it and proceed to other panels as needed.

   

3. Enter an alert name.

4. Select priority:

   1. Sorted - enables setting priorities for showing some agents at the top of the list on the Realtime page
   2. Unsorted - the agents will appear at the bottom of the list
   3. Hidden - select it if you wish to exclude some agents from the page (for example, offline agents).

5. Select the sort level. The smaller the number, the higher the line will appear in the list.

6. Select color.

7. Select a field, condition, and value. For example, you can create an alert for agents in a call as follows:

   

8. Click Add New Condition to define another condition in the alert. You can, for example, set the state duration.

9. Click Preview to preview the alert on the right.

   

10. Click the Save Changes button in the top right.

States

On the States tab, you can:

• turn on the agent states for the agents' module and States filter

• choose colors for icon states to distinguish them in the Agents module

• drag and drop the lines to reorganize the states' order for the Agents' list.

  

4. Switch to TV Mode

After you click TV Mode, you enter the full-screen mode. In this view, you can select a different Agent grid size.

Click Exit TV Mode to return to the default view.