When enabled via the Admin portal, Remote Member Management allows an admin to assign agents individual status on a per-queue basis. If an agent is assigned to multiple queues, they might be available in some and unavailable in others. Agent status is based on aggregation of their DND (member) status and selected queue status, shown in the Member Status and Queue Status columns.
Member status determines whether an agent accepts queue calls overall. Queue status specifies whether an agent accepts queue calls in a selected queue. Since an agent can be assigned to multiple queues and have a unique status in each, the Agents Count widget shows data on only one queue at a time for RMM mode. Add multiple Agents Count widgets to the dashboard to monitor more than one queue.
If you created a dashboard with the Agents Count widget prior to RMM being enabled, you’ll be offered an opportunity to split queues should multiple queues have been entered into one widget. Each widget will show data for one queue.