Agent Counter

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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:

Status Description
Available Ready to handle an interaction.
Outbound Handling an outbound interaction.
Inbound Handling an inbound interaction.
After Call Work Performing after-call work.

Setup

General tab

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

Parameter Description
Widget name By 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 threshold If 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 codes If you have created custom Unavailable codes, you can include them in the pie chart display.
Display Dialing and Dialer-waiting statuses Select 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.