Real-Time Trends / Real-Time Agent Status Tracker

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)