The Agent dashboard helps you monitor real-time agent availability and performance, enabling you to balance workload, maintain service levels, and quickly identify coaching needs.
1. Use the Agent filter to choose which agents to monitor.
2. Adjust the Queue filter to focus on the queues that matter most right now.
3. Scan the Status, Time In Status, and Answer Rate columns to spot agents who may need attention.
- Role: Supervisor or administrator responsible for managing agents.
- Permissions: Access to the Agent dashboard; administrator rights required to change agent statuses.
- Settings: Your contact center must be configured for real-time agent monitoring.
Configure Your Agent Dashboard View
Open the Agent dashboard and locate the filters at the top of the page.
Use the Agent filter to select all agents or limit the view to specific agents or groups.
Adjust the Queue filter to include all queues or focus on one or more specific queues you want to monitor.
Turn on the Show Offline Agents option when you need to include offline agents in the view (for example, to review recent activity).
Review Agent Status and Availability
Find each agent’s assigned queues in the Queues column to confirm they are aligned with the queues you are monitoring.
Check the Status column to see whether an agent can take new calls.
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Use the color-coded status indicators to understand agent availability at a glance:
Blue – On Call.
Green – Ready (available to take calls).
Yellow – Cooldown (temporarily unable to take calls).
Red – Inactive statuses such as Lunch or Break.
Review the Time In Status column to see how long each agent has been in their current state and identify agents who may need to change status.
If you are an administrator, use the status dropdown in the Status column to change an agent’s status to the appropriate inactive option when needed.
Monitor Individual Performance Metrics
Review the Answer Rate column to understand how often agents answer and complete the calls and outbound callback tasks presented to them.
Use the Answer Rate formula to validate performance as needed: 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.
Check the Calls column to see the total number of inbound and outbound calls presented to each agent.
Compare the Ans column (total calls answered) with the Rej column (total calls rejected) to identify agents who may need coaching on answering behavior.
Monitor the Casc column to see how often calls are presented but not answered by the initial agent and then cascaded to the next agent.
Watch the Aban column for patterns where callers hang up before the agent answers.
Abandoned calls include any instance in which the caller selects 8 to skip the queue, selects 9 to request a callback, or hangs up while the agent is being alerted to an inbound call.
Review the Roll column to see how many calls roll over to the next step instead of being handled by the current agent.
Use the Avg Talk Time column to understand how long agents spend on each call and identify outliers who may need support or process guidance.
Tips to Use the Agent Dashboard Effectively
Sort the table by clicking any column header, such as Status, Time In Status, or Answer Rate, to quickly bring agents who may need attention to the top of the view.
Combine the Agent and Queue filters with status and performance columns to focus on the agents and queues that are most critical right now.
Scan across status, time in status, and performance metrics together to identify trends, such as agents spending too long in cooldown or low answer rates for specific queues.
Use these insights to make real-time staffing adjustments, trigger coaching conversations, or redistribute workload across queues.