Required security profile permissions: Agent List View
Refresh rate: 5 seconds
The Agent List widget shows a list of active, configured agents (based on filter settings) that are currently connected to the agent application. You can see the agent name, their current stateThe availability status of an agent., length of time in that state, and the team of each agent.
This example shows several agents logged into Agent with their associated stateThe availability status of an agent. and details. This information is useful for tracking agents in real time.
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 |
| Orange | The agents who are in after call work (ACW) |
| Blue | The agents who are in an outbound dialer campaign state |
Unavailable State Thresholds
If you have customized your Unavailable State thresholds, and a contact center agent exceeds that threshold, then the Time field for that agent in the Agent List widget appear in red.
In this case, User Bravo was within the threshold for the Break unavailability stateThe availability status of an agent. in the top image, but in the bottom image this agent has gone outside of the threshold by being unavailable for over an hour.
