Agent Counter Widget

Required role: Supervisor, Manager

Refresh rate: 5 seconds

The Agent Counter widget allows supervisors or managers to see the total number of agents logged in to the agent applicationand the breakdown of the number of agents in each stateClosed The availability status of an agent.

The large number in the center is the total number of contact center agents who are logged into the agent application. The smaller numbers indicate the number of agents in each stateClosed The availability status of an agent.

Settings

Settings containing checkbox selections have a Select All and Deselect All option. These can be used to quickly pick and choose just the metrics needed to create a targeted display. The Agents and ACD Skills settings also have a search box for locating a specific agent or skill.

FieldDescription
Display NameAllows for customization of the widget name
TeamsConfigures which team(s) are included in the widget
AgentsAllows inclusion or exclusion of individual agent(s)

Agent State Colors

ColorState
GreenThe agents who are in an available stateClosed The availability status of an agent - they are able and read to take calls, chats, etc.
PurpleThe agents who are in an ACD (inbound) state
YellowThe agents who are in an outbound state
RedThe agents who are in an unavailable state
Dark BlueThe agents who are in a Preview state (connected to the Personal Connection Dialer or previewing contact details prior to accepting the contact)
Light BlueThe agents who are in a Waiting state (connected to the Personal Connection Dialer or awaiting a contact to be available)