This is a ConnectPath component that can be displayed in every ConnectPath TAB. It shows you other agents assigned to your queue or routing profile.

Right click menu

You can right click each agent to engage either in chat, a call, or add them as favorites.

Favorites

By clicking this option you add agents as Favorites. This will put them on the top side of the Team Status. If an agent is already favorited, you can Unfavorite them any time.

Team Status Favorites

Call (Peer to Peer call)

You’re able to call agents who are online (either Available or in a custom status provided by the Instance Admin). These calls redirect you to the conversation UI and are recorded in *My Perfomance in the Recent Activity/Internal (Peer) tab.

Agent Call

Chat (Agent to Agent Chat)

This option redirects you to the Chat UI. Here you will be able to communicate with other agents by sending and receiving messages.

Agent Chat

Change Agent Status

As a supervisor, you’re also able to change an agent status by clicking the option in the right click menu.

Change Agent Status

Silent Monitor and Whisper Coach

When an agent is on call and you see the Connected status in the Team Drawer, after a right click you have the option to either Silent Monitor or Whisper Coach.

  • Silent Monitor allows you to silently hear the call between the agent and the contact.
  • Whisper Coach allows you to whisper/speak with the agent without the contact being able to hear you.

Silent monitor

Hide Offline / Show all Agents

You have the option to hide offline agents or to display all of them by clicking the corresponding button.

Hide Agents

Team Status Durations

ConnectPath is currently able to show the duration of each agent status. Your Team Status will update whenever an Agent changes status.

Team Status Durations

Search Input

At the top of the Status Drawer, you also have a Search input to help you find an agent by name.

Team Status Search

Recent Activity

This tab includes your general perfomance through the day and displays your activity.

My Perfomance

This shows your perfomance. It displays the amount of ACD (Automatic Call Distributor) and Peer to Peer (Agent to Agent) calls you’ve had during the day. How many you’ve handled, missed, and the total talk time.

My Perfomance

Recent Activity

This lists all your activity through the day as records. You’ll see Inbound, Outbound and Missed calls. Everytime you make a call or receive one, this will be updated. It also takes into account Email and SMS, and you can filter your activity with the below buttons.

Recent Activity