# Read Agent Presence And Status

## 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.

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.

> Canonical page: https://zenops.cx/help/articles/read-agent-presence-and-status/
> Audience: For managers and team leads
> Summary: Interpret agent availability, current status, work context, and freshness in Monitoring.

## Notes on this article

### Note: Activity Trail window

After step 5 in resolution. The Activity Trail covers the last two hours. Use Reporting when you need a longer historical view.

## Visual references

- The expanded Agent Timeline shows schedule, status, and work context. Agent names and initials in this example are anonymized.: [Monitoring Agents view with anonymized Agent 01 and Agent 02 rows, adherence and conformance cards, and the expanded Agent Activity timeline.](https://zenops.cx/help/assets/agent-presence-status-anonymized.png)