Agent Real-Time Monitor

Monitor the real-time status of each agent. This includes the length of time that they have been in their current state, and the queue they are currently working on (if any).

Unless otherwise stated, metrics consider all types of contact – voice (inbound, outbound, callbacks), chats and tasks.

This report uses an Agent parameter set and breaks down the data by agent. Note that midnight is determined according to Central Controller Time. It may be found under the following path: Root > Shared > Voice Reports for Amazon > Real-time.

This report includes a Display Options filter which includes the following options:

  • Show All Agents
  • Hide Logged Out Agents
  • Hide Offline Agents
  • Hide Logged Out and Offline Agents
  • Show Only Offline Agents
  • Show Only Custom State
     

The report is based on the Agent Real Time model and includes the following columns.

Agent

The agent being monitored.

Login State

Indicates if the agent is currently logged in or logged out.

Logged On Duration

If the agent is currently logged on, the amount of time for which they have been logged on.

Agent State

Indicates if the agent is currently online (i.e. available/on a contact), offline or in a nonproductive state (For example, offline, break, training). Note that if an agent has logged out, this shows the last state they were in before logging out.

Agent State Duration

The amount of time for which the agent has been in their current state (for example: available, offline, break, training).

This resets to zero and stops counting when an agent logs out. It will begin to count again when the agent next logs in.

Voice Contact State

If the agent is currently online, this indicates if the agent is available for voice, talking on a voice contact, has a voice customer on hold or is wrapping a voice contact.

Voice Contact State Duration

The amount of time for which the agent has been in their current voice contact state (for example: talk, hold, wrap or available).

Voice Queue

If the agent is currently working on a voice contact, this indicates the queue that the contact belongs to.