How to control current workload of an agent
To view the current workload of an agent, filter the elements by the agent in the [Queues] section. The filter enables you to view the current workload for one or several agents regardless of which queues they work with.
To filter the case by an agent:
1.Go to the [Queues] section.
2.Select the [Add agent] option from the [Agent] filter.
3.Select the required agent in the opened lookup.
The list will display queue elements that are being processed by the selected agent and those elements assigned to that particular agent. If you add several agents to the filter, the list will display queue elements processed by all of the selected agents.
4.To view processed cases, check the [Show processed] checkbox.
As a result, processed queue elements, such as closed cases, will be displayed in the list. for example, the cases with the "Closed" status.
The contact center manager can then monitor which cases the agent is currently processing and which the agent has already processed.
See also
•Processing casesapplications from a regular queue in the agent desktop.
•Processing casesapplications from a blind queue in the agent desktop
