Agents Status Summary view


Log an agent out of PureCloud: Feature coming soon
Prerequisites

The following permissions: 

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

To log an agent out of PureCloud:

  • OAuthTokenDelete

The Agent Status Summary view displays real-time information about agents’ statuses, including the length of time agents stay in each status. Its real-time columns always display current status data for agents, even if you use the date filter to show historical data in the other columns.

To view the Agent Status Summary view:

  1. Click PerformanceAgents
  2. Click the Status Summary tab. 
  3. To see the most current data, click Refresh . This view updates automatically. Data in the columns updates when agents leave a status.
  4. To save the view with your filter and column settings, click Save .
  5. To export the data in the view, click Export .
  6. To see the agent’s Status Summary detail view, click an agent’s name.
  7. To access the other Agents Performance views, click the tabs. 
    Note: Each view has its own permissions. For permission requirements, see each view’s article.

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. 

Filter by users to populate the summary row with aggregate data about those users.


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.

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


Enter names of users you want to view in the Filter by user(s) field. Select the user from the search results.

To see aggregate metrics for multiple users, search for and select multiple users. The summary row then shows aggregate metrics for the selected users. 

To view aggregate data about a group of selected users, click View as group. PureCloud displays the Agents Status Summary Detail view with aggregate data for the users you selected.


From the Agents Status Summary view, hover over the presence dot beside an agent’s name.
Change agent status- hover over presence dot

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.   

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.

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. 





From the Agents Status Summary view, hover over the presence dot beside an agent’s name.

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.


Real-time columns

 These columns always show current, real-time data, even if you use the date filter to show historical data. 

Column Description
Time in Status The amount of time agents have been in their current primary status.
Status The current primary status of an agent, such as Available, Away, or Busy.
Secondary Status The current secondary status of an agent. If there is no secondary status, then this column displays the agent's primary status. 
Time in Routing Status The amount of time agents have been in their current routing status.
Routing Status The current routing status of an agent.
Skills The routing skills and languages assigned to an agent. 

Historical data columns

These columns show current data if you use the date filter to show the current date. If you use the date filter to show a past date, then these columns display historical data. 

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.

Interacting

The time that the agent was handling interactions.

Division

Displays the name of a division that an agent or queue belongs to. For more information, see About access control

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.