Monitoring agent state in Ignite (WEB)
The Agent State monitor available in Ignite (WEB) enables you to view the real-time state of agents in your contact center and, if enabled for Interactive Contact Center, adjust agent presence.
Each column lists agents in order of time in state, with the longest in state at the top. For example, the agent at the top of the Idle column is the next longest idle agent and should receive the next inbound interaction.
The following table lists and describes real-time agent state information that displays in the Agent State monitor in Ignite (WEB).
STATISTIC |
DESCRIPTION |
|---|---|
ACD |
includes agents in ACD and ACD Hold |
Idle |
includes agents who are available for ACD but currently not handling any interactions For Voice, Available includes agents whose devices are off hook or who have Non ACD calls ringing. These agents will not be offered ACD calls. |
Non ACD |
includes agents in Non ACD, Non ACD Hold, Outbound, and Outbound Hold |
Unavailable |
includes agents in Do Not Disturb, Busy, Work Timer, and Reseize Timer |
Not Present |
includes agents who are logged in as an agent but not present in any agent groups |
Offline |
includes agents who are logged in as an ACD agent |
The Agent State monitor in Ignite (WEB) is accessible from your Ignite (WEB) Dashboard, To learn how to add and configure settings for the Agent State monitor in Ignite (WEB), see "Configuring Ignite (WEB) dashboards".