Offline Agents List

Data Model

The Offline Agents List widget on Talkdesk Live™ uses the User Status model.



The Offline Agents List isn’t a metric, but a list of agents with the Offline status with the following information:

  • Agent Name.
  • Queues.
  • Status.
  • Time in Status.



The default name for this widget is “Offline Agents List”, but you can change it to a custom name, up to 64 characters.



Because the Offline Agents List is already broken down to its most granular view (each agent) there are no additional breakdown options.


Time Span

The Offline Agents List is a real-time view and the time span cannot be modified.



The default visualization for the Offline Agents List widget is List. Other visualization options are unavailable.

You can sort the widget ascending or descending by:

  • Agent Name.
  • Time in Status.

To change an agent’s status, click on the down arrow icon next to the current status [1].  You can also search for a specific agent by clicking on the search icon [2] at the top of the widget.



Thresholds are not offered for the Offline Agents List widget.



You can filter the Offline Agents List widget by teams, and queues.

  • The teams’ filter applies to the team assigned to the agent.
  • The queues filter applies to the queues assigned to the agents.
  • If you apply the team filter and the queues filter together, you will get an intersection of the two: agents on the selected teams with the selected ring groups assigned.

See Configuring Talkdesk Live Widgets: Overview for information on how widget filters are applied to metrics.

All Articles ""
Please sign in to submit a request.