Agent availability dashboard

With the Agent Availability dashboard, see information about agents logging in and logging out of the agent adapter, including the log out reason.

Use the dashboard

To use the dashboard, follow these steps:

  1. In the CCAI Platform portal, click Dashboard > Advanced Reporting. If you don't see the Dashboard menu, expand the window horizontally until the Dashboard menu appears. The Advanced Reporting Landing Page appears.

  2. Click Agent Availability. The dashboard appears.

  3. Click the Date field to select a date range, and then do one of the following:

    • Select a preset data range. To do this follow these steps:

      1. Click More to view all of the preset date ranges.

      2. Click the date range that you want.

    • Select a custom range. To do this, follow these steps:

      1. Click Custom.

      2. In the Custom field, enter a start and end date for your date range. You can type your date range or click Click the calendar icon to see the calendar. Open calendar to select start and end dates.

  4. Filter your results using the following fields:

    • Agent Name, Agent ID, Custom Agent ID, Agent Email: by the agent

    • Location: by geographic location

    • Team Name: by team name

  5. In the Time Format field, set the time format.

  6. Click Click the update icon to update. Update.

Tile

This dashboard contains the following metrics tile:

  • Logged In Time: the total time that an agent have been logged into the Agent Adapter

Tables

This dashboard contains the following metrics tables. Hold the pointer over a table heading to see its description.

  • Logged In Time Summary: a summary of the time that agents have been logged into the Agent Adapter.

  • Agent Logged in Detailed: each instance where agents have been logged in or out of the Agent Adapter.