Callwhere® Agent Trac, a module for the Panasonic KX-TD500 and Samsung DCS 400si, IDCS-100 and IDCS-500 phone systems, provides the ability to monitor your ACD agents in real time as they log in and out. Agent Trac also provides the current status of all your agents by ACD Group. Just click on the ACD group name to display the ACD status of all agents assigned to the group.
If your phone system sends ACD Login/Logout information along with the standard call record SMDR, the Callwhere® Agent Trac feature can provide the basic ACD information you need to manage your ACD groups. Depending on your phone system, you can:
- Monitor Agents as they Log In and Log Out
- View the current status of any or all Agents
- View the historical status of any or all Agents
- View or print reports showing the Logged On Time for any or all Agents