Active Agents Report

Required security profile permissions: Active Agents View

Report source: DW

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.

As a supervisor, you would certainly like to know what is happening in your contact center. That means knowing who is in contact with a customer, who is on unavailable and for how long, etc. This report can provide you with details about each and every active agent you are supervising. Additionally, you can force a disconnect between an agent and a contact, if necessary.

Columns

Column Description
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 stateThe 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 the 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 to which the agent is assigned.
Skill The skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, 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 stateThe 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. Typically a forced logout would be used if an agent failed to log out after a shift.
Terminate Agent Click Terminate to remove the agent from the active agents list. This option should only be used if the Force Disconnect action does not clear the stuck agent. From the agent's perspective, their instance of MAX automatically closes.