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