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Agents and actions

Supervisors can open any queue or agent for detail, and change an agent's activity, skills and channel capacity from the console. Changes are made in TaskRouter by Floor Walker, show up on the console's next refresh, and are recorded in an audit trail.

Queue drill-down​

Click a queue in the queue table, or Open queue on an attention item. The panel shows:

  • waiting, longest wait, staffed / needed, service level over 30 minutes and today, and abandon rate, coloured like the table;
  • Waiting now: every waiting contact with its channel and a live wait timer (up to 50);
  • Agents for this queue: the queue's members (or the agents with its skill) with their state; click one to open the agent;
  • Today in 15-minute intervals for this queue against yesterday;
  • Add agents, the same action as on the attention item (see Attention items).

Agent drill-down​

Click an agent in the agents table, or Open agent on an attention item. The panel shows:

  • state, activity and time in state, the current task's queue and channel;
  • team, handled today, AHT, occupancy, missed reservations and skills;
  • Today: a timeline bar of the agent's activities since midnight, with the latest changes listed;
  • Tasks today: time, queue, channel and handle time of each task (up to 15);
  • Recent conversations: the agent's latest conversations with their AI analysis (sentiment, outcome, topics, summary);
  • Changes by supervisors: the last 10 audited changes to this agent.

The panel refreshes along with the console while it is open.

Actions on agents​

The actions are in the menu at the end of each agent row and at the top of the agent panel.

Set activity​

Moves the agent to any TaskRouter activity in the workspace.

  • Moving an agent to an available activity happens at once.
  • Moving an agent to an unavailable activity (a break, offline) asks for confirmation first. A task in progress continues; no new tasks are offered while the activity is unavailable.

Edit skills​

Changes the agent's Flex routing skills (routing.skills in the worker attributes).

  • Only the skills and their levels change; every other worker attribute stays as it was.
  • Removing a skill removes its level. A new skill keeps no level unless one is given.
  • Queues that route on a single skill see the change at once in the console; other queues follow when Floor Walker next reads the queue members (about once a minute).
  • Skill names may contain letters, digits, spaces and _ . : -, up to 64 characters.

Channels​

Lists the agent's TaskRouter channels (voice, chat, SMS and so on) and lets the supervisor change each one's:

  • Capacity: how many tasks of that channel the agent can hold at once (0 to 50);
  • Takes tasks: whether the channel is available to the agent at all.

When TaskRouter refuses​

If TaskRouter rejects a change (for example an activity change that its rules do not allow), the console shows TaskRouter's own reason. Nothing is changed, and the failed attempt is still recorded in the audit trail.

Audit trail​

Every change made from the console is recorded, failures included:

  • activity changes, skill changes, channel changes and broadcasts;
  • who made it (the supervisor's worker and name), when, and the target;
  • the values before and after;
  • whether it succeeded and, if not, the error.

Open Activity log in the toolbar for the latest 100 changes across the floor, newest first; the agent panel shows the changes to that agent. Changes made in demo mode are marked as such.

Changes made elsewhere (in TaskRouter directly, or in Flex's own Teams view) are not in this trail.