Agent RTD

The Realtime Display Dashboard in CRM allows you to see the real-time status of every agent using Dynamics Telephony in your Call Center. This can be a combination of telephony status (ready, not ready, talking etc.) and CRM data (customer name, lead topic, dialer campaign name, CRM queue name, etc.)

RTD_twitter

Features

  • Realtime status of every agent using Dynamics Telephony
  • Shows telephony state (e.g. talking) and CRM state (e.g. customer name) in one snapshot
  • Shows duration and the time the state was entered.
  • Shows Outcome of last call, e.g. SALE!
  • No server required – data stored in CRM
  • Full screen mode – perfect for Wallboard in Call Center
  • Auto-refresh in realtime
  • Can be filtered down per agent group
  • Configurable thresholds highlight if an agent is too long in a state
  • Threshold actions: change color, blink, send email

Using The RTD

  • To access RTD, simply go to Dashboards > Dynamics Telephony Dashboard – Agent RTD
  • The display auto-refreshes every 10s (by default). You can update now by clicking the update countdown timer.
  • For full screen use the direct URL (e.g. https://yourcrm.dynamics.com/webresources/cts_dtagentRTD.htm) in a browser and press F11

Customizable

  • Add your own custom field to our RTD. E.g. to show how much CRM work done today
  • Calculated fields
  •  Add / remove / reorder columns
  • Add / remove agents. E.g. individual RTD per group
  • Set sorting field
  • Trigger a workflow

Full Field List

You can use these fields, or calculations (in JavaScript format) of these fields. In the RTD table there is one record per user, with these fields:

Agent
AgentState
call_time_Hold – – – – – – – > – – – following fields are for the current call
call_time_Pause
call_time_Preview
call_time_Ring
call_time_Talk
call_time_Total
call_time_Wrap
CallState
Direction
Dnis
DnisName
Duration
Modified On
Created On
OtherParty
Outcome
Phone
Regarding
SystemUserId – – – – – – > user’s CRM GUID for linking other data
Team
Teams
Time
total_accepts  – – – – > – –  Following are totals for today
total_busys
total_calls
total_close_outcomes
total_connects
total_deflects
total_miss
total_noanswers
total_rejects
total_retrys
total_rings
total_time_Hold
total_time_Pause
total_time_Preview
total_time_Ring
total_time_Talk
total_time_Total
total_time_Wrap