Active Agents Report
View required permissions
Required permissions: Active Agents View
Report source: DW (Data Warehouse)
Report refresh rate: 10 seconds
The Active Agents report shows the number of agents who are actively connected to the system and their current activity at the moment you run the report.
With this information, you can quickly evaluate what your agents are doing. From this report, you can also log your agents out of the system and even clear stuck agents using the Terminate option.
Data in this Report
The Active Agents report has multiple columns that present data attributes and metrics. The table below provides a description for each column.
|Agent ID||The Agent ID number. This is a unique value identifying the agent.|
|Name||The agent's first and last name.|
|State||The agent's current state The availability status of an agent when the report was run. Click the refresh button to refresh the data in the report.|
|Duration||The amount of time that the agent has been in their current state. Displays minutes and seconds in MM:SS.|
|Station||The station ID that the agent is currently using to log on.|
|Team||The team the agent is assigned to.|
|Skill||The skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge being used by an active contact the agent is on. This only displays if the agent is in an ACD (inbound) or Outbound state The availability status of an agent.|
|Force Agent Disconnect||Click Force Disconnect to force a logout for the agent. This ends all contacts associated with the agent. This is useful for logging out agents who forgot to log out before finishing their shift.|
|Terminate Agent||If Force Disconnect does not clear a stuck agent, click Terminate to remove the agent from the active agents list. From the agent's perspective, their instance of MAX automatically closes.|