The Agents pages show real-time agent availability and activity. The All Agents view summarizes availability by team, and the Agents by Team view shows individual agent details within a team.
Availability: All clients Required permissions: managerdashboard:read (to access)
From the Manager Dashboard sidebar, select Agents. The page displays a table with one row per team.
| Column | Description |
|---|---|
| Team | The team name. Select to drill down to individual agents. |
| Total Online | The number of agents currently online across all statuses. |
| Online Accepting Calls | The number of online agents available to receive voice call tasks. |
| Online Accepting Chat | The number of online agents available to receive web chat tasks. |
| Offline | The number of agents currently offline. |
| Tasks Completed Today | The total number of tasks completed by this team today. |
Select the column management icon to show, hide, or reorder columns.
Select any column header to sort the table by that column. Select the same header again to reverse the sort direction.
Select a team row in the All Agents table to open the Agents by Team page for that team. This page shows individual agent details.
| Column | Description |
|---|---|
| Agent Name | The agent's display name. |
| Status | The agent's current activity status. |
| Task Capacity | The number of tasks the agent can handle concurrently. |
| Tasks Completed Today | The number of tasks this agent has completed today. |
| Owned Cases | The number of cases assigned to this agent as owner. Only visible when case ownership is enabled. |
| Available & Permitted Tasks | The task types this agent is configured to receive. |
Select the column management icon to show, hide, or reorder columns.
Select any column header to sort the agent table by that column. Select the same header again to reverse the sort direction.
Note: The Agents pages are read-only monitoring views. Agent configuration, team assignments, and task capacity settings are managed through admin settings.