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Real-Time Trends / Real-Time Agent Status Tracker*

Real-Time Trends / Real-Time Agent Status Tracker*

Owned by Kathleen Glica
Last updated: Jun 18, 2019

The Real-Time Trends/ Real-Time Agent Status Tracker report is intended to monitor agent statuses over the past 60 minutes by displaying the agents name and the status they have been in. 

Security: Only users with the supervisor role can access this section.

Click the Supervisor tab on the left side of ACD and then Real-Time Trends/ Real-Time Agent Status Tracker.

Information Displayed:

  • Agent Name 
  • All statuses the agent was in for last 60 minutes.

Statuses:

There is a color coded bar representing the last hour for the agents statuses. Below are what the colors mean. Several statuses have the same color as they are grouped together.

  • Offline (Grey)
  • Available (Green)
  • Connecting (Red)
  • In Call (Red)
  • Manual Dial (Red)
  • Dispo (Blue)
  • 1st Break (Orange)
  • 2nd Break (Orange)
  • Lunch (Orange)
  • Restroom (Orange)
  • Training (Orange)