See also: Redistributing Calls among Agents or Groups
To monitor workloads:
Select the Agents/Groups button 
on the Call List Administrator form
The form's tree control switches to agents/groups view.
For a more detailed view of a specific agent or group, drill down the agents / groups tree by selecting [+] symbols, as necessary
The tree control displays an expanded, more detailed, view and the [+] symbol concerned becomes a [-] symbol.
Tip: The traffic light display on each agent line signifies his/her workload: The lights from left to right; red = no calls, amber = very few calls and more should be allocated, green = plenty of calls
To view details of the shift and calls of an agent, select the agent's line in the Agent grid
The Calls allocated specifically to this agent and group calls... is displayed.
This form is displayed when you select a line in the Agent grid, the Agent(s) allocated to the selected call list grid or the All Agents grid on the Call List Administrator form. It enables you to monitor comparative workloads between agents and between groups.
Agent: Login ID and name
Shift: The agent's start time, shift length in hours, followed by start and end times of breaks
Note: Shift data is from the agent's Users form.
Call List:
Lines represent lists allocated to the agent or group.
Call list: Identifies the list
Start: The number of calls in the list when it was created
Completed: The list's total completed calls
Remaining: The list's total calls yet to be completed
Pending: The number of calls in the list that have not been actioned in any way
Call Backs: The list's total calls assigned to call back
Retrys: The list's total calls assigned to try again
Recycled: The list's total calls assigned to call recycle
Reserved: Reserved
Prio: The priority of the calls in this list relative to calls on other lists; 1 being the highest and 9 the lowest, while X means that the list is closed / not live
Tip: To change the priority of calls in the grid, select the Prio field; that is, click in the field itself, not the column's title bar. A drop-down menu button is displayed, enabling selection of a priority value.
Note: Lines in the grid in black text represent calls allocated to the agent, blue ones are allocated to the group to which the agent belongs, and green are auto-allocated to the preferred agent.
Tip: If you select the Completed column, a Return dialog box displays a message stating that completed calls are deleted. To view such calls, refer to the script log.
Calls:
Lines represent calls belonging to the selected line in the Call list grid.
Tip: To display, in the Calls grid, only records for calls that are completed, remaining, pending, or assigned as call backs, retrys or recycled, click the appropriate field, NOT the column header, in the Call list grid.
Call list: Identifies the list
Call number: Identifies the call
Date Call Req'd: Contains a date if the call has been actioned and the option to call-back at a specified time has been selected upon call completion
Target/Customer: Identifies the target/customer record for the contact
Name: Contact target/customer's name
Call Group?: Identifies the group or agent to which the call belongs
Status: Indicates if the call is pending, callback, recycled, or to try later
Prio: The priority of the calls in this list relative to calls on other lists; 1 being the highest and 9 the lowest, while X means that the list is closed / not live
Creating and Administering Users and Groups
