How can we help?

Count of Agents Logged In

Follow

Data Model

The “Count of Agents Logged In” widget leverages the User Status model.

 

Definition

The number of agents who are authenticated to a Talkdesk application and are in an available, occupied, or unavailable state.

Available state is the “Available” status on the account.

Occupied states include:

  • On a Call
  • After Call Work (ACW)
  • Any custom busy states created by your account admins

Unavailable states include:

  • Away
  • Any custom away states created by your account admins

 

Name

image3.png

The default name for this widget is Count of Agents Logged In, but you can change it to a custom name, up to 64 characters.

 

Breakdown

image5.png

The Count of Agents Logged In metric can be broken down by ring group (skill), team, and status (the status of the agent).

 

Ring Group

When the ring group breakdown is applied, the widget will display a list of ring groups that are assigned to the agents who are currently logged in, along with the count of those agents for each respective ring group. (See Visualization.)

If an agent has more than one ring group assigned, that agent will count as one in each of those assigned ring groups in this breakdown.

For example, if the agent has both ring group A and ring group B assigned, ring group A will count the agent, and ring group B will count the agent.

 

Team

When the team breakdown is applied, the widget will display a list of teams and the number of agents currently logged in on each team. (See Visualization.)

 

Status

When the status breakdown is applied, the widget will display the number of agents currently logged in various states. (See Visualization.)

 

Time Span

The “Count of Agents Logged In” widget is a real-time metric and the time span cannot be modified.

 

Visualization

image4.png

The default visualization for the Count of Agents Logged In widget is Metric.

 

image1.png

If the ring group breakdown is selected, the visualization will automatically change to List.

 

image8.png

If the team breakdown is selected, the visualization will automatically change to List.

 

  image6.png image2.png

If the status breakdown is selected, the visualization will automatically change to Donut. You can select the List view if desired.

 

 

Threshold

image9.png

You can set up to three threshold rules for the Count of Agents Logged In metric. To learn more about how to use thresholds, see Configuring Talkdesk Live Widgets: Overview.

While thresholds can be set for any metric widget, as a best practice we generally recommend they be reserved for metrics that are averages or percentages rather than for metrics that are counts of contacts, such as Live Contacts in Queue.

 

Filters

image7.png

You can filter the Count of Agents Logged In metric by ring Group (skill), by team, and by status (the status of the agent).  

The ring group filter applies to the ring groups (skills) assigned to the users who are logged in. For example, I could filter for the Billing ring group and see a count of agents logged in whom have the Billing ring group assigned.

The team filter applies to the teams assigned to the users who are logged in.

The status filter applies to the respective states of the agents who are logged in:

  • On a Call
  • Busy
  • Available
  • Away

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

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