Contact Center Client 191
Agents can log on to the telephone system using only one agent ID at a time. If your agents have multiple
voice IDs (and therefore multiple cells) the Agent State by Position monitor becomes cluttered.
If you have agents who are cross trained to answer calls for different departments (and log in and out of
various voice queues) the telephone system requires you assign the agents multiple IDs. You can use the
Agent State by Position monitor to view the activities of each department. You create an Agent State by
Position monitor for each department. When you arrange the cells for the agents in the same order for each
department, you can easily compare the activities of one department with another. See “Viewing web pages”
on page 204.
Viewing the current logged on states of agents who log on to multiple queues
If you have voice agents who are cross trained to answer calls for different departments (and log in and out of
several queues) the telephone system requires you assign the agents multiple IDs. If a voice agent has
multiple agent IDs and you want to view the agent’s current logged on state only, you use the Employee State
by Position monitor. For example, agent Andre Bourque answers calls for English, French, and Spanish
queues. In the YourSite database you assign him three agent IDs (one for each queue for which he answers
calls) and an employee ID.
To view the monitor, you open the Employee State by Position monitor and select employees to add to the
monitor. The monitor shows one cell for Andre, listing his current state and agent ID. (See Figure 7-4.)

Figure 7-4 Employee State by Position - viewing the ID to which the agent is logged on

Andre is currently logged on to Extension 1104 using Agent ID 2001. Sometime later you notice Andre is
logged on to Extension 1119 using Agent ID 2009. (See Figure 7-5.)

Figure 7-5 Employee State by Position