190 Chapter 7 Real-time Monitors
Agent, Employee, and Extension State by Position
The Agent, Employee, and Extension State by Position monitors provide real-time information in cells that you
can arrange to mirror your floor plan: you can view agents, employees, or phone extensions by their physical
position in your contact center. In addition, these monitors enable you to view the current status of general
business extensions. Card designs enable you to customize the information displayed in the cells. See
“Customizing the information displayed on position and time monitors” on page211.
When you first open an agent, employee, or extension monitor, you can select a card design:
• The Classic card displays the agent state, time in the state, presence, agent/employee name, agent
login ID/employee ID, and extension number (or queue name for voice agents on ACD or on ACD
Hold).
• The Caller ID card displays the caller name and number (ANI), the number the caller/employee dials
for incoming/outgoing calls, the state, time in the state, presence, agent/employee name, agent login
ID/employee ID, and extension number (or queue name for voice agents on ACD or on ACD Hold.
• Custom cards you create and share
Caller ID information is displayed when
• Agents, employees, and extensions are in the following real-time states: ACD, ACD Hold, Ringing,
Non ACD, Non ACD Hold, Out, and Out Hold Time
• Extensions are in the following real-time states: Inbound and Outbound
You can set alarms for all real-time statistics and for caller ID information, such as the caller name and
number.
NOTE: If you are upgrading to Contact Center Management Version 5.7 SP1, before you can select the Caller
ID card on the Add devices window of agent, employee, and extension monitors, you must make the card
available. To do so, right-click an open monitor, select the Caller ID card under Properties, Layout=>Card
design and click Apply.
In a fault tolerant setup, if a network outage occurs the cells in the agent, employee, and extension monitors
display a crisscrossed pattern to identify agents who have homed to their secondary controllers. (See Figure
7-3.)
If an agent cell in a monitor is grayed out, the phone is not connected to the network and considered out of
service. The out of service state applies to phones that are not connected to the network, Teleworker
employees that have lost their Internet connection, phones that are physically disconnected or malfunctioning,
or employees that are not logged into their soft phone.

Viewing the activities of agents who can log on to multiple voice queues

In Figure 7-3, the Agent State by Position monitor shows three cells for Andre Bourque, each with a different
agent ID. The first two cells show Andre logged off of the telephone system. The third cell shows Andre’s
current state. Andre is logged on to Queue 151 using Agent ID 2013. He has been on an ACD call for 12
minutes and 50 seconds.

Figure 7-3 Agent State by Position - viewing multiple agent IDs