The real-time agents report is a dashboard that displays live agent status and important call statistics. It includes indicators for call center information (like number of live calls, available agents, missed calls, and queued callers) as well as a chart of recent inbound and outbound call activity. Below that, there will be a timeline of status and user activity for each agent in your account.
The real-time agents report can be found under Reporting > Real-time Agents.
Report Settings
The toolbar at the top of the page allows you to customize your view of the real-time agent report.
Call Stats
The following call statistics will be reported in the boxes at the top of the real-time agents report:
Call Activity
A graph displaying inbound and outbound calls for the time you’re viewing (last hour, three hours, eight hours, or full day) will be shown below the call stats. Inbound calls are displayed in blue, and outbound calls are displayed in orange.
Agent Activity
Each agent’s activity is displayed on a separate row below the call activity graph. This will include the agent’s call statistics and status as well as a timeline to visually display their status throughout the day.
Call statistics for each user include:
Statuses for each user include: