Count of Agents Logged In

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

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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

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

 

Sort Capabilities

 

In breakdown mode, you can sort the Count of Agents Logged In metric by Queue, Status, Team and Value. You can sort the information by alphabetic order or value.

 

Queue

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

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

For example, if the agent has both queue A and queue B assigned, queue A will count the agent, and queue 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

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

 

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

 

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

 

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

 

 

Threshold

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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

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

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

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