Agent or Employee State by Time monitor

The Agent or Employee State by Time monitors provide real-time agent information under ACD, Idle, Non ACD, Unavailable, and Logged Off column headings. The difference between this monitor and the State by Position monitor is that the Agent or Employee State by Time monitors list agents in order of the time spent in the applicable state. You can specify which columns of agent statistics display and in what order they display. For example, you can sort logged off agents by designating the longest logged off agent to display first in the list. (See the following figure.)

Figure 1. Agent or Employee State by Time monitor

The following table lists the Agent or Employee State by Time column headings and their associated agent states.

Table 1. Agent State by Time and Employee State by Time column headings
Category	Associated agent states
ACD	includes agents in ACD and agents in ACD Hold
Idle	includes agents in the Idle state
Non ACD	includes agents in Non ACD, in Non ACD Hold, Outbound agents, and Outbound Hold agents
Unavailable	includes agents in Do Not Disturb, Make Busy, Work Timer, Reseize Timer, and Unknown
Logged in not present	includes agents logged in but not present to any of their agent groups, and agents not present to a media type across all groups
Log Off	includes agents in the Logged Off and Offline (Ignite, WEB) states

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