CRM › Interaction Centre
Who Is Available
Where each person is right now, and whether the platform agrees. They disagree constantly — somebody on a Teams call is on a call whether or not the desk knows — and the disagreement is shown rather than reconciled away.
Where to find it
- Module: CRM
- Group: Service & Engagement
- Section: Interaction Centre
- Screen: Who Is Available
Address in the console: /crm/agent-presence
List · 10 columns · 2 fields on its form
What the list shows
These are the columns of the list, in the order they are drawn. Any of them can be sorted on, filtered on, hidden, or exported.
| Column | Kind | Field name |
|---|---|---|
| Person | Text | full_name |
| State | Status | state |
| Because | Text | reason |
| For (seconds) | Number | seconds_in_state |
| Platform says | Text | external_state |
| Disagrees | Yes or no | state_disagrees |
| Queues | Number | queues |
| Handled today | Number | handled_today |
| Average talk | Number | avg_talk_today |
| Talk time | Number | talk_seconds_today |
The form
What is asked for when a record is created here. Required fields are marked; a choice drawn from a configuration list is one an administrator can extend without a release.
| Field | Type | Choices | Notes |
|---|---|---|---|
| State | Choice | Configuration list | |
| Because | Text |
The rules that apply here
Everything on this screen obeys the platform rules rather than rules of its own. The ones worth knowing before you use it:
- Narrowing a list — search, conditions, sort, totals, export and saved views.
- What may be changed — the five grounds a record may not be edited on.
- Companies and business units — what the switcher above this list is doing to it.
- Creating a record — required fields, where choices come from, and how the number is allocated.
- Importing a spreadsheet — this screen accepts one, and it runs through the same rules as typing.