Required security profile permissions: Agent Counter View
Refresh rate: 5 seconds
The Agent Counter widget displays the status of the of agents who are currently logged into the agent application.
This widget shows a big number at the top, and smaller, colored numbers at the bottom. The large number is the sum of all the numbers below it, or the total number of contact center agents who are logged into the agent application. The smaller numbers represent the number of agents in each stateThe availability status of an agent.. In the example above, 27 total agents are logged into the agent application, and fourteen of those agents have manually set their state to unavailable (red).
This widget is valuable because you can see the total number of agents (as filtered in the widget) and the number in each stateThe availability status of an agent..
Agent State Colors
| Color | State |
|---|---|
| Green | The agents who are in an available stateThe availability status of an agent. - they are able and read to take calls, chats, etc. |
| Purple | The agents who are in an ACD (inbound) state |
| Yellow | The agents who are in an outbound state |
| Red | The agents who are in an unavailable state |
