Objective

See whether agents are online, what work they hold, and how much capacity remains.

Environment

  • Your account can open Agents.

Resolution

  1. Open Agents and apply the available Brand and Group filters.
  2. Scan Total Agents, Online Agents, Active Work, Utilization, SLA, and Satisfaction cards.
  3. Read Agent Status Distribution for Online, Away, Transfers only, and Offline states.
  4. Use Agent Overview to inspect an agent’s status, last seen time, work items, available capacity, and result metrics.
    Agents page example showing summary metrics, status distribution, and Agent Overview with fictional agent names and generic avatars.
  5. Open a work-item or other supported drill-in when a row needs explanation.
Note: Check the scope

An offline or unavailable agent metric should not be read as unused capacity for an online team.