Using an Explore live dashboard, you can see the current status and workload of your agents. If you’ve turned on omnichannel routing, you can also see which unified and custom statuses agents are in.
This article describes some common use cases for using an Explore live dashboard to effectively monitor your agents’ statuses. The examples in this article are tailored to team leads and supervisors who need to know the status of their agents in order to ensure appropriate staffing levels and workload distribution.
The instructions in this article work for the prebuilt live dashboard as well as any live dashboards built in the beta dashboard builder that have reports with drill in turned on. To create a custom live dashboard that shows you unified, custom, and channel-specific agent statuses at a glance, see Explore recipe: Creating a dashboard to report on live agent status.
This article contains the following topics:
- Use case 1: See which agents are online across all channels (Omnichannel routing only)
- Use case 2: See which agents are in a custom status (Omnichannel routing only)
- Use case 3: See which agents are online for any channel
- Use case 4: See which agents are online for a specific channel
Related articles:
Use case 1: See which agents are online across all channels (Omnichannel routing only)
As a team lead with access to omnichannel routing, you want to see how many agents are online across all channels right now. This gives you an overall picture of your current available staffing, allowing you to make decisions across channels about how much work can be done based on your available agents.
To see which agents are online across all channels
- In Explore, click the Dashboard icon (
) in the left sidebar.
- Click the Live data dashboard, or select a custom live dashboard.
- Click any agent status metric and select Drill in.
- In the Agent workload vs. capacity window, click Filter and select Unified status > Online.
The list shows agents who are online across all channels.
Use case 2: See which agents are in a custom status (Omnichannel routing only)
As a team lead, you want to see which agents are listed as In training, a custom status your organization created. Based on the way your organization created the custom status, you know that agents in training are available to be assigned Support tickets, but are not available to take calls or messages. This helps you understand which agents aren’t currently available to handle time-sensitive work.
To see which agents are in a custom status
- In Explore, click the Dashboard icon (
) in the left sidebar.
- Click the Live data dashboard, or select a custom live dashboard.
- Click any agent status metric and select Drill in.
- In the Agent workload vs. capacity window, click Filter and select Unified status > In training (or whichever custom status you’re interested in).
The list shows agents who are in the custom status you selected.
Use case 3: See which agents are online for any channel
As a team lead without access to omnichannel routing, you want to see how many agents are online across any channel right now. This gives you an overall picture of your current available staffing, allowing you to make decisions across channels about how much work can be done based on your available agents.
To see which agents are online for any channel
- In Explore, click the Dashboard icon (
) in the left sidebar.
- Click the Live data dashboard, or select a custom live dashboard.
- Click any agent status metric and select Drill in.
- In the Agent workload vs. capacity window, click Filter and select Status by channel > Online.
The list shows agents who are online for any channel.
Use case 4: See which agents are online for a specific channel
As a team lead, you want to see which agents are online for Talk, regardless of their status in other channels. This helps you focus your attention on agents who are currently available to handle calls, without worrying about availability for other channels.
To see which agents are online for a specific channel
- In Explore, click the Dashboard icon (
) in the left sidebar.
- Click the Live data dashboard, or select a custom live dashboard.
- Click any agent status metric and select Drill in.
- In the Agent workload vs. capacity window, click Filter and select Status by channel > Online.
- Click Filter again and select Channel > Talk.
The list shows agents who are online for the Talk channel.
4 comments
Tobias Hermanns
How can I save such Drill in modifications?
How can I see it on a Dashboard without Drill-in?
Thanks!
0
Ivan Miquiabas
Thanks for reaching out!
Once you enable the Drill in option on. your reports, this will automatically be set depending on what attributes you chose. Drill in enables you to refine the results of your Explore report by slicing metrics using extra attributes you choose or by allowing the report viewer to choose from a range of attributes. For example, you create a report showing all of your tickets by assignee name. You could configure drill in to additionally display the status for each ticket or add an optional attribute for the ticket channel.
This article contains the following sections:
Hope that helps!
0
Ian Marston
Within the agent status drill-in, we would like to be able to filter by group and brand please?
![](/hc/user_images/01HN32A886E0EHCKZS89XWGAZK.png)
![](/hc/user_images/01HN32E3DKXKHTKPBWTDAEF0WR.png)
![](/hc/user_images/01HN32D9CVYVKB0SZ9WYR1P12S.png)
At the moment we can only filter by:
Additionally, outside of the drill-in, on the normal filters for LIVE, we would like to be able to select more than 5 groups
0
Steven Hampson
How can we see how many agents are in each status for all channels, without changing filters?
We just want to see at a glance how many people are online vs away and not per Talk / Chat etc. Surely that's an advantage of the unified status, making it easier for managers. If you change the filters it does not save this, meaning you need to filter each time.
Thanks.
0