Placetel CTI für Salesforce

The Live Agent status Dashboard is easy to use.

 

 

Change presence state

The presence state changes automatically from

 

•Online / Available to

•On a Call (if configured) to

•Busy (if call wrap-up time is configured) back to

•Online / Available

 

Other presence states like DND (Do Not Disturb), Lunch can be selected manually.

 

 

Logout

The information in the Dashboard will only be correct if the user selects Logout.

 

In the CTI Data Connector SoftPhone (recommended)

 

 

 

or logs out in Salesforce

 

 

 

Just closing the Browser will not change the presence state, and the dashboard would keep the last presence state until the user logs in again.

 

Explanation of the Dashboard

The list does include only users with

 

•A Placetel CTI für Salesforce® license

•Presence state feature is enabled for this user

 

Role and Profile are retrieved from the Salesforce user record.

 

Start Time shows when the presence state was changed to this state. This gives valuable information, e.g., how long a user is On a Call or At Lunch state.

 

Search a user

You can search by First and/or Last name. Just type in the search term in the search field.

 

 

Sort column

Click on a column name to sort, e.g., by Role, Profile or Last Name

 

Example: Sort by Role