Agents Status Summary Detail view


Log an agent out of PureCloud: Feature coming soon
Prerequisites

The following permissions:

  • AnalyticsData Export All
  • Analytics > User Aggregate > View
  • Directory > User > View
  • Routing > QueueJoin
  • UISupervisor Agent Details > View   

To log an agent out of PureCloud:

  • OAuthTokenDelete 

The Agents Status Summary Detail view displays real-time information about an agent’s statuses, including the length of time the agent stays in each status. Data in the columns updates when the agent leaves a status. This view updates automatically. To see the most current data, click Refresh 

View data for an agent

  1. Click PerformanceAgents
  2. Click the Status summary tab.
  3. From the Agents Status Summary view, click an agent’s name. The Agent’s Status Summary Detail view displays. 
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. Click the tabs to open to the agent’s PerformanceEvaluationsInteractionsQueuesWrap-Up, or Schedule detail views.

View aggregate data for a group of agents

  1. Click PerformanceAgents.
  2. Click the Statuses tab. 
  3. From the Agents Status Summary view, in the Filter by agent(s) field, search for and select agents for which you want to see data.
  4. Near the list of agents you selected, click View as group. PureCloud displays the Agents Status Summary Detail view with aggregate data for the agents you selected. 
  5. To save the view with your filter and column settings, click Save .
  6. To export the data in the view, click Export .
  7. Click the tabs to open the agent group’s Performance or Interactions detail views.
Note: Each view has its own permissions. For permission requirements, see each view’s article.

Activate agents for a queue

Activate and deactivate queues for agents. After you activate a queue for an agent, when the agent’s status is On Queue, the agent receives interactions from that queue. Agents can also choose the queues to work themselves. To activate a queue for an agent, the agent must be a member of that queue.

To activate an agent for a queue from this view:

  1. Click the Queue Activation icon. Queue Activation icon
  2. Select the queues you want the agent to work.
  3. Click Update.
Note: You cannot activate agents in queues when the view shows aggregate data for agent groups.

Customize the view

Customize the Agents Status Summary view to show only certain data. For example, you can choose to show only certain columns or filter to show previous weeks. Your customizations remain as you navigate from view to view or leave and return to a view. You can also save your filter and column settings as a saved view to quickly switch between different data of interest in the same view. 


To use date filters to customize analytics views:

  1. Click the icon for a date filter. Queues Performance date filter
  2. Click a view option for the chosen date filter.Queues Performance date filter options

The view displays data for the selected date filter.

If the view updates automatically and the selected date filter includes the current interval, then PureCloud continually updates the view to get the most up-to-date information. If you would like to update the current interval statistics manually, then click Refresh. If the selected date filter shows historical data (past intervals), then the view does not refresh.

Note: Some views do not include all date filter options.

Icon Time Period Options
Queues performance day icon Day

Day: Shows data for a single 24-hour day.

Interval: Shows data for a 30-minute time period. To view the current interval, click Current Interval next to the date display. 

Note: The Queues Performance Detail view does not include this option because the view already shows intervals in the data grid.

Queues performance week icon Week

Week: Shows data for a Sunday through Saturday time period.

Previous 7 days: Shows data for the previous seven days, with today being the seventh day.

Queues performance month icon Month

Day: Shows data for the exact month with no extra days.

Week: Shows data for a calendar month starting on Sunday and ending on Saturday. Includes extra days if the month does not start on Sunday.

Queues performance custom icon Custom date range Date range picker: Shows data for the range of dates that you select with the date picker. Click a start date and an end date on the calendar, then click Date picker apply

To view data for a different time period using the same filter settings, click the arrows on either side of the date display. For example, to view data for the previous day, click the day filter and then click the arrow on the left side of the date.Queues performance date

To view data for the time period that includes the current interval, click Today or Current Interval as applicable. These links only appear when you view historical data that do not include the current date and time. Queues Performance view current day or interval



To show or hide columns, click and then select the columns you want to view. 

The Agents Status Summary view displays certain columns together as groups. To rearrange columns groups, click a column group header and drag it.

To reorder columns within the column groups:

  1. Click +
  2. In the Table Columns pane, hover over the table column header name you want to move.
  3. Click the up or down arrowsReorder columns

From the Agents Status Summary Detail view, hover over the agent’s profile picture.

To set the agent's status to Off Queue or On Queue, select On Queue or Off Queue. If you change the status from On Queue to Off Queue, then the agent's status automatically also changes to Available.   Change agent status- select On Queue

To set the agent's user status, select a status from the status drop-down. If the agent's status is On Queue, selecting a user status also sets them to Off Queue.

Change agent status- select user status

Note: You cannot select Out of Office as a status.

If the status you select has secondary statuses, select a secondary status in the drop-down below the primary status.Change agent status- secondary status



From the Agents Status Summary Detail view, hover over the agent’s profile picture.

To log out an agent, click Log off. If the agent is On Queue, set the agent's status to Off Queue, and then click Log off.


Important: When you log out an agent, all active connections will be ended.

Available columns

Your customizations determine which metric columns the view shows.


Column Description
Column Description
Logged in

The total amount of time a user is logged in for the specified period.

On Queue

The On Queue metric represents the number of agents that are on queue for a specific queue.

Idle

This routing status represents agents who are On Queue and able to take interactions but are not working with interactions. 

Not Responding

The amount of time an agent spends in the Not Responding routing status after not accepting an interaction. The Not Responding routing status is when an agent was On Queue or Interacting and did not answer an offered interaction. The agent could still be handling and completing other previous interactions. While Not Responding, the agent does not receive new interactions.

Off Queue

Off Queue represents the number of agents that are off queue for a specific queue. These agents are in another status, such as Available, Busy, Away, Break, Meal, Meeting, or Training. Agents in the Out of Office and Offline statuses are not included in this number.

Available

The time spent in the Available status for the specified period.

Busy

The time spent in the Busy status for the specified period.

Away

The time spent during the specified period in the Away status when the user sets their status to Away.

Note: If PureCloud automatically sets the user’s status to Away due to inactivity, then this view displays that time in the System Away column. 

Meeting

The time spent in the Meeting status for the specified period.

Break

The time spent in the Break status for the specified period.

Meal

The time spent in the Meal status for the specified period.

Training

The time spent in the Training status for the specified period.

Communicating

The agent is on a non-ACD call, and, in relation to agent utilization and call routing, PureCloud treats the non-ACD call like an ACD call. For example, administrators could configure agent utilization so PureCloud does not route new interactions to agents while they on an ACD or non-ACD call. This status only appears if administrators have selected “Include non-ACD conversations” when they configured agent utilization.

System Away

The time spent during the specified period in the Away status when PureCloud automatically sets the user's status to Away due to inactivity.

Note: If users manually set their status to Away, then this view displays that time in the Away column. 

Interacting

The time that the agent was handling interactions.