See agent performance, including their metrics, time in statuses, and evaluations. This view includes the following related views.

Multiple agent summary views

These views show information about multiple agents. You can use filters to customize which agents the views show.

Single agent detail views

To see detailed information about that agent, click an agent’s name in any of the summary views. These detail views show information about a single agent. From these views, you can also activate or deactivate agents in queues.

Performance views for agents

Agents can see their performance metrics.

Note: Each view has its own permissions. For permission requirements, see each view’s article.

Customize the views

Wherever applicable, you can customize these views to show only certain data. For example, you can arrange to see only some columns or only some agents. Your customizations remain as you navigate from view to view or leave and return to a view. To quickly switch between different data of interest in the same view, You can also save your filter and column settings as a saved view. And you can reset a view to default column settings. For more information about the customizations available in each view, see each view’s article. 

Customizations available include:

  • media type
  • date
  • showing or hiding columns
  • rearranging columns
  • filtering by user name
  • filtering by interaction details such as skills and languages
    Note: Real-time updates stop while any interaction detail filters in the Filters pane are active.