Question
On the Explore live dashboard, I don't see a list of agents when I drill into an agent status metric as described in the article Seeing live agent status and activities. Why not?
Answer
When you drill into a live agent status metric with more than 100 agents, you won't see the list of agents in that status. Use dashboard filters to lower the number of agents that a live metric reflects. When you do, you'll be able to see the list of agents when you drill into the metric.
Note: If you're using omnichannel routing, use the Zendesk Omnichannel: Agent state dashboard to understand how your agents are spending their time.