The Agents view in the supervision console lists every agent that is logged into the system. Using the Agents view, you’ll have some filters at the top so you can choose the channels, teams, specific agents, or categories you’d like to view. Additionally, you can see an agent’s connected status indicated as a blue dot to the left of their initials.
You can also see an agent’s presence status for asynchronous and real-time channel groups. Presence status is the agent's status while logged in to the system and is shown as Available, Available (busy), Away, or Disconnected. It allows supervisors to monitor the agents and quickly route interactions to available agents to maximize productivity. Presence also allows agents to stop interactions from routing to them when they are away from their desk.
There are separate presence indicators for asynchronous and real-time channel groups because the max capacity and status duration set for these channel groups are different. Agents can handle less real-time channels than asynchronous channels due to the expectations for a more immediate response to customers.
As a supervisor, you can make an agent available if they are in an away status on either the asynchronous or real-time channel groups. This is especially helpful for those instances where an agent forgets to change their availability. You can also see the Status Duration, which indicates how long an agent has been in a particular status.
The Agents view allows you to monitor the activity of each agent working in the Routing mode. To reach this page, navigate to Supervision > Agents via the left nav bar. You can see a table showing the list of agents who you can monitor. To learn more, read Monitoring agent activity.