The Agent dashboard helps you monitor real-time agent availability and performance so you can quickly spot issues, balance workload, and keep service levels on track.
Quick Start
1. Choose the agents and queues you want to monitor using the filters at the top of the dashboard.
2. Confirm each agent’s status and time in status to ensure the right people are available for calls.
3. Review key performance metrics (Answer Rate, Calls, Roll, Avg Talk Time) to identify coaching needs and staffing adjustments.
Dashboard overview
The Agent dashboard provides status and performance information for all online agents, with the option to include offline agents as needed.
Agent filter: defaults to showing all agents. Use this filter to view a specific agent or a group of agents.
Queue filter: defaults to all queues. Use this filter to focus on one or more specific queues.
Show offline agents: Enable this option to include offline agents in the view.
Review agent status
Use the status indicators to understand which agents are available to take calls and how long they have been in their current state.
Queues – Lists the queues the agent is assigned to.
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Status – Shows the agent’s current state and whether they can take new calls:
Blue – On Call
Green – Ready (available to take calls)
Yellow – Cooldown (temporarily unable to take calls)
Red – Inactive statuses such as Lunch or Break
Time in Status – How long the agent has been in their current status.
System administrators can change an agent's status by selecting an inactive status from the dropdown. These options stay in sync with the call bar. Users without administrative rights will not see the dropdown.
Monitor performance metrics
Use the metrics in the Agent dashboard to understand individual performance, identify trends, and spot coaching or staffing needs.
Answer Rate – The percentage of presented calls and outbound callback tasks that the agent answered and completed.
Answer Rate formula: Quantity of Answered Calls / (Quantity of Calls Presented − Quantity of Rolled Over Calls − Quantity of Abandoned Calls). Calls presented exclude rolled-over and abandoned calls.
Calls – Total number of inbound and outbound calls presented to the agent.
Ans – Total number of inbound and outbound calls the agent answered.
Rej – Total number of inbound and outbound calls the agent rejected.
Casc – Total number of times a call was presented but not answered by the initial agent and then cascaded to the next agent.
Aban – Total number of times a call was presented to the agent, but the caller hung up before the agent answered.
Abandoned calls include any instance when the caller:
- Selects 8 to skip the queue.
- Selects 9 to request a callback.
- Hangs up while the agent is being alerted of an inbound call.
Roll – Number of calls that rolled over to the next step.
Avg Talk Time – The average duration the agent spends on each call.
Use the table effectively
You can sort the Agent dashboard table by clicking any column header. Sort by Status, Time in Status, or Answer Rate to quickly find agents who may need attention or support.
Combine filters, status indicators, and performance metrics to gain a complete view of how your agents and queues are performing in real time.