Agent List Widget

In an upcoming release, this application will be removed for all systems except for those with FedRAMP enabled. Unless your system is FedRAMP-enabled, switch to the new CXone Dashboard application as soon as possible for an improved experience.

Required role: Supervisor, Manager

Refresh rate: 5 seconds

The Agent List widget shows a list of active, configured agents (based on filter settings) in the agent application. This widget can configured to show only logged in agents, logged out agents, or both. You can see the agent name, their current stateClosed The availability status of an agent, length of time in that state, and the team of each agent.

This example shows several agents logged into the agent application with their associated stateClosed The availability status of an agent and details. This information is useful for tracking agents in real time.

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
Show AgentsCheckboxes that control which agents are displayed in the widget
View DataControls which columns are shown in the widget
TeamsConfigures which team(s) are included in the widget
AgentsAllows inclusion or exclusion of individual agent(s)
Unavailable CodesAllows inclusion or exclusion of any agent set to a specific unavailable state
ACD SkillsConfigures which skills(s) are included in the widget

Agent State Colors

ColorState
GreenAmount of agents who are in an available state - they are able and ready to handle contacts.
PurpleAmount of agents who are handling an inbound contact.
YellowAmount of agents who are handling an outbound contact.
RedAmount of agents who are in an unavailable state.
OrangeAmount of agents who are in after call work (ACW) state.
BlueAmount of agents who are in an outbound dialer campaign state.