Objective

Interpret the agent roster’s availability, current status, work context, and freshness signals in Monitoring.

Environment

  • You have view access to Monitoring.
  • Agent status data is being received from the connected platform.

Resolution

  1. Open Monitoring → Agents.
  2. Use Search or the available team, site, skill, and agent filters to narrow the roster. The available filters depend on the connected data and your access scope.
  3. Read Agent Status with the adjacent status-duration or freshness column. With Omnichannel, the column is Time in Status. Without Omnichannel, it is Status Freshness for the channel supporting the displayed aggregate status.
  4. Interpret freshness as a data-age signal: Fresh is an update within five minutes, Aging is 5–60 minutes, Stale is older than an hour, and Unknown means no update timestamp is available for the supporting status.
  5. Review the Activity Trail (Last 2 hrs), capacity and load, and Adherence columns for additional context. Expand the agent row to inspect the Agent Timeline when more detail is available.
    The expanded Agent Timeline shows schedule, status, and work context. Agent names and initials in this example are anonymized.
    Note: Activity Trail window

    The Activity Trail covers the last two hours. Use Reporting when you need a longer historical view.

Freshness describes when status data was last received. It does not prove that the agent’s current state changed at that time, and Monitoring is not guaranteed to update instantly. Refresh and check again when the signal is unclear.