Avaya NN44400-710 manual Adding agents to an agent map, End

Graphical displays

12From the Associated filter list, select the agent filter to assign to the agent map. Only filters containing agents on the selected server appear. If your filters contain no agents on the selected server, no filters appear in this list.

13In the Threshold settings area, click the colors to which the text in the box view agent map change when a threshold level is exceeded. In icon view, the agent icon changes to these colors when a threshold level is exceeded.

14When you choose the threshold colors, select colors that make the text easy to view against the agent state background colors in box view.

15If you do not use a mouse, press Tab until the status bar indicates that you have reached the desired color. After, press the spacebar to select the color.

16Select the Pop to front check box to move the agent map to the front of your desktop when a threshold level is exceeded.

When an agent map moves to front, it only moves to the front of the browser session from which you activate it. It does not move in front of other browser sessions, or other open applications on your desktop, such as Microsoft Word.

17Select the Text Flash check box to view the text in the launched box view agent map flash when a threshold level is exceeded. (This option is not applicable to icon view agent map displays.)

18Select the Hide logged out Agents check box to view logged on agents only when activate the agent map. If you do not select this check box, you see all agents in the filter that you attach to the display, both logged on and logged off.

19In the Agent state colors area, select the appropriate check boxes to choose the colors to shown for each agent state.

20Click Submit to save your changes.

The new agent map appears in the system tree under Graphical Displays.

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Adding agents to an agent map

You cannot add an agent directly to an agent map. Instead, you must add the agent to the filter that you assign to the agent map.

Prerequisites

•Ensure you have agent elements in a filter. See Adding agent elements to a filter (page 18).

Procedure steps

Step Action

1On the main menu, click Filters, Manage Filters.

2On the Filters tree, click the filter that is assigned to the agent map.

44 NN44400-710 Contact Center Performance Management 12 November 2010