Infinity’s real-time statistics rely on an Infinity Gateway server, which is Infinity’s internal messaging system, being up-and-running. During the life of a call handled by Infinity, it will send out messages regarding activity and state changes (talk, wait, wrap etc.) which will then be forwarded to the real-time clients.
Gateway Live
This module shows the agent states across the whole system (when run under Global), or on the current project. You can use the “Only show My Team” checkbox at the top to filter the data against your supervisor mappings.
To access the Gateway Live, module, please select one of the following depending on whether you wish to see a view across all Projects or focus on an individual Project:
or
The Gateway Live module will now appear on an editing tab as displayed in the picture below.
The pie chart on the left provides a summary of the call states, whilst the table on the right provides the details for each agent.
If you wish to customise the displayed data, you can use the Show columns button on the toolbar to show or hide the table columns.
Note: It is recommended to use this button for selecting the data to be displayed after using the Send Console Command [ ] with P1 = [ ] and P2 = [ ] and P3 = [ ] command.
Context menu actions
Right-clicking an entry of the table show the following actions:
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Agent supervision: Allows you to view and co-browse the agent's desktop by using Radmin, VNC or similar tools.
Important: The Agent Supervision is configured through the REMOTE_ADMIN_COMMAND and REMOTE_ADMIN_PASSWORD global system settings.
- Start Chat: Opens a chat section for chatting with the agent.
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Listen: Allows the team leader to listen to an Extension/CTI logon of an agent by using VNC or other tools.