The User Grid

More detailed information about the different components of the user grid can be found in the following sections:

The user grid lists all Totalview users.

Detailed information for the selected user is displayed at the bottom of the screen. Detailed information includes current presence, appointments and contact info.

The user grid listing can be changed for each user’s individual needs by changing the sorting, hide columns etc.

The current state is shown as colored bars as well as the telephony state is shown in front of the current state.

Icon

Description
../../../_images/allerting-call.jpg

There is an alerting call on the device
../../../_images/connection-to-phone-is-lost.jpg

Connection to phone is lost
../../../_images/dnd.jpg

Do not disturb (DND) is activated
../../../_images/device-busy.jpg

The device is busy
../../../_images/device-busy-and-queue.jpg

The device is busy and there is one queued call. Shows the number of queued calls.
../../../_images/not-monitored.jpg

The device is not monitored. This icon can be hidden in general settings.

Integration with Micosoft Teams is also shown in the user grid.

Icon

Description
../../../_images/Available24.png

Available
../../../_images/Away24.png

Away
../../../_images/Busy24.png

Busy
../../../_images/DND24.png

Do not disturb
../../../_images/Offline24.png

Offline
../../../_images/Unknown24.png

Unknown

Custom made fields make it easy to categorize employees. These categories can be used to filter the list of employees. Filters are listed on the right side of the client.

../../../_images/02-client-with-call-groups-and-teams-presence-1.png

Alternative ways to view the user grid

There are four different views of the user grid, they are: Detailed, Compact, Tiled, and Calendar

Detailed

Shows: A fixed column followed by an optional list of columns that you can specify, there is one person/call group per line.

../../../_images/view_userlist_731x265.png

Scrolling the list can be done using the arrow keys, or a mouse with a scroll wheel (ctrl + scroll wheel or alt + scroll wheel will scroll left right)

Home button will scroll horizontally to the first column, if the horizontal scroll position is on the first column, it will focus the top item.

End button will move focus to the last item.

If the input focus is in the search field of the client or the reception, End/Home/Left/Right will first move the caret to the end/start/start/end of the search text. Up/Down will move focus to the previous/next item.

If the input focus is in the search field of the contact centre or the switchboard, End/Home/Left/Right do not affect the grid. Up/Down will move focus to the previous/next item.

Compact

Shows: Only the fixed column.

../../../_images/view_compact_735x208.png

Scrolling the list can be done with the arrow keys, or a mouse with a scroll wheel (ctrl + scroll wheel or alt + scroll wheel will scroll left right)

Home button will scroll horizontally to the first column, if the horizontal scroll position is on the first column, it will focus the first item.

End button will move focus to the last item.

If the input focus is in the search field of the client or the reception, End/Home/Left/Right will first move the caret to the end/start/start/end of the search text. Up/Down will move focus to the previous/next item.

If the input focus is in the search field of the contact centre or the switchboard, End/Home/Left/Right do not affect the grid. Up/Down will move focus to the previous/next item.

Tiled

Shows: The fixed column, users’ image and the first 5 of the visible columns.

../../../_images/view_tiles_726x332.png

Scrolling the list can be done with the arrow keys, or a mouse with a scroll wheel (ctrl + scroll wheel or alt + scroll wheel will scroll left right)

Home button will scroll horizontally to the first column, if the horizontal scroll position is on the first column, it will focus the first item.

End button will move focus to the last item.

If the input focus is in the search field of the client or the reception, End/Home/Left/Right will first move the caret to the end/start/start/end of the search text. Up/Down will move focus to the previous/next item.

If the input focus is in the search field of the contact centre or the switchboard, End/Home/Left/Right do not affect the grid. Up/Down will move focus to the previous/next item.

Calendar

Shows: The fixed column and the users’ calendar, there is one person/call group per line.

../../../_images/view_calendar_729x196.png

Scrolling the list can be done with the arrow keys, or a mouse with a scroll wheel (alt + scroll wheel will scroll left right)

Zooming: You can zoom in/out using ctrl + scroll wheel, as well as ctrl +, ctrl - to reset to default zoom level use: ctrl 0 (must be the non-numeric -, +, 0)

Home button will scroll horizontally to the first column, if the horizontal scroll position is on the first column, it will focus the top item.

End button will move focus to the last item.

If the input focus is in the search field of the client or the reception, End/Home/Left/Right will first move the caret to the end/start/start/end of the search text. Up/Down will move focus to the previous/next item. Zooming is the same as when the calendar is focused.

If the input focus is in the search field of the contact centre or the switchboard, End/Home/Left/Right do not affect the grid. Up/Down will move focus to the previous/next item. Zooming cannot be done using the keyboard shortcuts.

Call Groups in User List

The Call Groups differ in appearance and are recognizable with the headset icon in front of the Call Group Name.
Furthermore, it is possible to see calls in queues, the number of agents and active agents in the Call Group.
../../../_images/callgroup_in_userlist.png

Call groups are a part of the User List with the option to hide them, if needed.

Show/hide Call Groups

Press the Call Group icon button in the upper right corner of the User Grid to show or hide the Call Groups.

../../../_images/userlist_filter_icons.png

Pin Contact or Call Group to top

There are two ways to pin and unpin a Contact and Call Group to the top.

Option one
Hover in the User grid on the right side of the name Column. A pin appears and when pressing the User or Call group will be pinned to the top. To unpin, press on the pin again.
../../../_images/client_with_callgroups.png
Option two
Right click on a Contact or Contact Group a menu will appear, press “Pin to top”. To unpin right click on the Contact or Call Group and press “Unpin”.

Call Group Details

When selecting a call group in the list, the User Details window changes to the Call Group Details window, and displays the following information:

  • Local extension

  • Number of calls in queue

  • Number of logged in users

  • Available members

    • List of employees that are part of the group and their status (telephone and call group)

../../../_images/callgroup_details.png

Transfer to call group

  • When selecting a call group in the employee overview, users can transfer an active call to that call group as he would to a normal user.

../../../_images/contact_center_with_callgroups.png