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)

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