Queues Agents Detail view

To activate multiple agents for a queue

1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
2. In an inactive agent’s row, select the agent’s check box, and continue selecting the agents to activate them. To select all inactive agents, select the check box in the header row.
3. Click Activate Agents. Agents activated notification popup appears on the top right corner of the screen.
4. Click OK to dismiss the notification or click Refresh to see the changes.
   
   Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

To deactivate multiple agents for a queue

1. In an active agent’s row, select the agent’s check box, and continue selecting the agents to activate them. To select all active agents, select the check box in the header row.
2. Click Deactivate Agents. Agents deactivated notification popup appears on the top right corner of the screen.
3. Click OK to dismiss the notification or click Refresh to see the changes.
   
   Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

To activate an agent for a queue

1. To view inactive agents, click the (Inactive) link at the bottom of the view. 
2. In the inactive agent’s row, click More .
3. Click Activate. An agent activated notification popup appears on the top right corner of the screen.
4. Click OK to dismiss the notification or click Refresh to see the changes.
   
   Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

To deactivate an agent for a queue

1. In the agent’s row, click More .
2. Click Deactivate. An agent deactivated notification popup appears on the top right corner of the screen.
3. Click OK to dismiss the notification or click Refresh to see the changes.
   
   Note: Clicking OK does not show any change in the agent list. To see the changes, reload the page.

To customize analytics views, use the date filter.

To filter metrics by date or configure a custom date range, use presets. When filtering metrics for this view, select any custom date range up to 6 weeks. 

To use a preset to filter metrics, complete the following steps:

1. To display the date filter, click the date.
2. In the Presets list, select a preset date option.

Date presets

To use a custom date range to filter metrics, complete the following steps:

1. Click the date to display the date filter.
2. Select a start date and an end date on the calendar, and click the filter arrow .

To view data for a different time period using the same date presets, click the arrows on either side of the date display.

For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.

To view data for a different time zone using the same date presets, from the Time zone drop-down menu, select the required time zone. You can create and save reports with the same selected time zone.

1. To filter by media type, click the Filter icon .
2. Select the media type. 
   

The selected media type icon is displayed above the column headers. For more information about various media types and their settings, see the Set behavior and thresholds for all interaction types section in the Create and configure queues.

To show or hide columns:

1. Click the Pick columns icon on the right side. The Add/Remove Column pane appears.
2. (Optional) To sort the columns in ascending or alphabetical order, click Sort by > Column Name A-Z. 
3. (Optional) To sort the columns in descending or reverse alphabetical order, click Sort by > Column Name Z-A.
4. (Optional) To categorize or uncategorize the columns, click Sort by and enable or disable the Group by Categories toggle. Click the image to enlarge.
   
   
5. Search or scroll to select the columns you want to view.
   Note: You can also use keyboard navigation to choose the columns.
6. Click Save. The selected columns appear on the screen.
   Note: The column selections appear only after saving the changes and do not apply to the table immediately.

To rearrange the columns, click a column header and drag it.

To reset a view to default column settings, click Reset view to defaults .

You can select up to 20 columns.

For more information about the metrics shown in the columns, see the Available Columns section in this article. 

To enter the name of a user you want to view, click the Search for users search icon . Enter the name of the user and select the name from the search results.

To filter by information about the interaction, click Toggle filters panel , and then search or scroll to select the filter you want to use.

Interactions filters

To filter by information about the Predictive Engagement journey details of the interaction:

1. Click Toggle filters panel . 
2. Click the Journey tab.

Journey filters

To filter by information about External Contact details of the interaction:

1. Click Toggle filters panel . 
2. Click the External Contact tab.

External Contact filters

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

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.

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

From the Queues Agents Detail 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.

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

To disassociate an agent from the station, click Disassociate Station.