Objective

Inspect the order and timing of an agent’s recorded state changes.

Environment

  • Your account can open Agents and view the agent timeline.

Resolution

  1. Open Agents and find the agent in Agent Overview.
  2. Select Timeline or expand the agent’s row, depending on the view.
  3. Compare the colored status intervals with the time labels above the expanded timeline. The example shows Break followed by Chat & Email Online; the states you see depend on the agent's recorded activity.
    Expanded Agent Activity timeline with a fictional agent name, recorded status intervals, zoom and focus controls, and the channel selector.
  4. Use the − and + buttons or the slider to zoom out or in. Use the left and right arrows to move the visible window earlier or later.
  5. Select the crosshair control to focus the timeline around the most recent hours. Select it again to return to the full-day view.
  6. Use the channel selector, shown as Unified in the example, to change which channel's statuses appear on the timeline.
  7. Use timeline comparison mode when you need to inspect more than one agent in the same period.
Note: Check the scope

A status timeline shows recorded state history; compare its time zone and window before using it to explain another report.