Agent Counter
    • 31 Jul 2025
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    Agent Counter

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    Article summary

    Who should read this article: Administrators, Supervisors

    Monitor the number of agents by their availability status.

    Introduction

    The Agent Counter widget displays the number of agents by their availability status in a pie chart view, including the total number of logged-in agents. The widget includes a key that displays the number of agents by their availability status.

    Reporting Real-time Dashboard Agent Counter Widget

    By default, the widget displays the following statuses:

    StatusDescription
    AvailableReady to handle an interaction.
    OutboundHandling an outbound interaction.
    InboundHandling an inbound interaction.
    After Call WorkPerforming after-call work.

    Setup

    General tab

    The Edit Agent Counter panel General tab includes the following parameters:

    ParameterDescription
    Widget nameBy default, the widget is named Agent Counter; however, if you plan to monitor different teams separately, you might choose to name each widget by team.
    Min agents online thresholdIf you require a minimum number of agents to be online, set the value here. If the number of logged-in agents falls below this number, the number of agents displayed in the center of the pie chart turns red.
    Display custom unavailable codesIf you have created custom Unavailable codes, you can include them in the pie chart display.
    Display Dialing and Dialer-waiting statusesSelect this option to include agents whose statuses are in the Dialing or Dialer-Waiting status.

    Reporting Real-time Dashboard Agent Counter Widget General Tab

    Teams tab

    Select one or more teams to monitor.


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