About the Agent status page

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<p id="docs-ai-summary-content">Use the Agent status page to monitor agents in real-time, viewing their current tasks and status durations. Customize the view by selecting relevant columns and sorting or filtering by team, location, or activity. This page helps you quickly identify situations needing attention, enhancing your ability to manage and support your team effectively.</p>
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<p class="p">View what each of your agents are working on in real time on the Agent status page. </p>
<p class="p">The Agent status page is best used for monitoring what's currently happening. If you want to
view intraday activity and historical reporting, use the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443347506970" target="_blank">Agent activity</a> page instead.</p>
<div class="p">This article contains the following sections:<ul class="ul" id="topic-1__ul_bqd_b1w_21c">
<li class="li"><a class="xref" href="#topic_dfd_31w_21c">Accessing the Agent status
page</a></li>
<li class="li"><a class="xref" href="#topic_rz2_bbw_21c">Understanding the Agent status
page</a></li>
<li class="li"><a class="xref" href="#topic_sxj_bcw_21c">Choosing columns to display</a></li>
<li class="li"><a class="xref" href="#topic_gzz_rcw_21c">Sorting and filtering</a></li>
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<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_dfd_31w_21c">
<h2 class="title topictitle2" id="ariaid-title2">Accessing the Agent status page</h2>
<div class="body">
<p class="p">You must be an admin to access the Agent status page.</p>
<p class="p"><strong class="ph b" id="topic_dfd_31w_21c__docs-internal-guid-2fc5ce83-7fff-cfa5-32cd-5b0bf57acab0">To access the Agent status
page</strong></p>
<ul class="ul" id="topic_dfd_31w_21c__ul_xhw_k1w_21c">
<li class="li">
<p class="p"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838272410" target="_blank">Workforce management</a>, click the agent folder (<img class="image" id="topic_dfd_31w_21c__d8e88" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/wfm_agent_folder_icon.png" width="16">) in the navigation bar, then select <strong class="ph b">Agent
status</strong>.</span></p>
</li>
</ul>
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<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_rz2_bbw_21c">
<h2 class="title topictitle2" id="ariaid-title3">Understanding the Agent status page</h2>
<div class="body">
<p class="p">The Agent status page provides a real-time view of what each agent is working on and how
long they've been on that task. You can access the exact tickets agents are working on and
view agent states for the voice channel. The data on the page is refreshed every 30
seconds.</p>
<p class="p">If you're participating in the <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5133523363226" target="_blank">WFM early access integration with Unified Agent Status</a>, you can
monitor your agents’ statuses in this page as well. This provides managers with more context
about agent activity and status. </p>
<p class="p"><img class="image" id="topic_rz2_bbw_21c__image_vvs_2bw_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_status_overview_w_OCR.png" width="700"></p>
<p class="p">The following data populates the Agent status page.</p>
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<thead class="thead" style="text-align:left;">
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<th class="entry cellrowborder" id="d51e128" style="vertical-align:top;">Column</th>
<th class="entry cellrowborder" id="d51e131" style="vertical-align:top;">Description</th>
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<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Agent status (OCR only) </td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">Displays the unified agent status the agent is in in Zendesk in real time. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Status duration (OCR only) </td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The amount of time the agent has spent in that status.</td>
</tr>
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<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Activity</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">Displays the agent’s current activity. For example, their workstream, a paid or
unpaid general task, or no workstream.</td>
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<tr class="row">
<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Ticket number</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The Zendesk ID of the ticket the agent is working on. Click the ticket number
to open the ticket.</td>
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<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Activity duration</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The amount of time the agent has spent in their current activity.</td>
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<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Current adherence status</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The agent’s current <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6443376913818#Adherence%20Rate" target="_blank">adherence status</a>.<div class="note attention">
<span class="attentiontitle"></span> Inactive agents with approved time off appear as in adherence. Hover over the
agent to see their time off and time off reason.</div>
</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Adherence duration</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The amount of time the agent has spent in their current adherence
state.</td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Voice status</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The agent’s status for the voice channel. For example, Online or On call. </td>
</tr>
<tr class="row">
<td class="entry cellrowborder" headers="d51e128" style="vertical-align:top;">Voice status duration</td>
<td class="entry cellrowborder" headers="d51e131" style="vertical-align:top;">The amount of time the agent has spent in the voice status.</td>
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<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_sxj_bcw_21c">
<h2 class="title topictitle2" id="ariaid-title4">Choosing columns to display</h2>
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<p class="p">Choose which columns to display to customize the Agent status page so that it displays only
the specific metrics you want to view. This flexibility allows you to focus on data that’s
most relevant to your role and responsibilities by removing the distraction of other
metrics.</p>
<p class="p">For example, a manager may want to focus on Activity metrics to gauge agent performance. In
contrast, team leads would want to focus on metrics such as Adherence so that they can
analyze trends over time.</p>
<p class="p"><strong class="ph b">To choose the columns to display</strong></p>
<ol class="ol" id="topic_sxj_bcw_21c__ol_vmf_fcw_21c">
<li class="li">
<a class="xref" href="#topic_dfd_31w_21c">Access</a> the Agent status page.</li>
<li class="li">Click the <strong class="ph b">Pencil</strong> (<img class="image" id="topic_sxj_bcw_21c__image_kq3_hcw_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_pencil.png" width="16">) icon.</li>
<li class="li">In the Edit Agent status dialog, select the metrics you want to display.<p class="p"><img class="image" id="topic_sxj_bcw_21c__image_dtb_mcw_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_status_show_hide.png" width="300"></p>
<div class="note note">
<span class="notetitle">Note:</span> You must select at least one metric.</div>
</li>
<li class="li">Click <strong class="ph b">Save</strong>.</li>
</ol>
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<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_gzz_rcw_21c">
<h2 class="title topictitle2" id="ariaid-title5">Sorting and filtering</h2>
<div class="body">
<p class="p">The Agent status page sorts agents by their default Zendesk group. You can sort agents by
team, location, or show all agents.</p>
<p class="p">You can also sort agents based on the columns at the top of the page. Use the agent status
filters to display only information that's relevant to you.</p>
<p class="p">Sorting and filtering can help managers quickly identify situations where they might need
to intervene.</p>
<p class="p"><strong class="ph b">To sort agents</strong></p>
<ol class="ol" id="topic_gzz_rcw_21c__ol_udr_wcw_21c">
<li class="li">
<a class="xref" href="#topic_dfd_31w_21c">Access</a> the Agent status page.</li>
<li class="li">Click the <strong class="ph b">By group</strong> menu, then select <strong class="ph b">By team</strong>, <strong class="ph b">By location</strong>, or
<strong class="ph b">All agents</strong>.<p class="p"><img class="image" id="topic_gzz_rcw_21c__image_hvb_1dw_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ts_agent_status_sort.png" width="300"></p>
<p class="p">You can also use the search field to quickly find an agent, group,
team, or location, depending on which grouping is selected.</p>
</li>
<li class="li">To sort by column, click a column name.</li>
</ol>
<p class="p"><strong class="ph b">To filter the Agent status page</strong></p>
<ol class="ol" id="topic_gzz_rcw_21c__ol_xhv_ddw_21c">
<li class="li">
<a class="xref" href="#topic_dfd_31w_21c">Access</a> the Agent status page.</li>
<li class="li">Click the <strong class="ph b">Filter</strong> (<img class="image" id="topic_gzz_rcw_21c__image_tx3_fdw_21c" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_icon_filter.png" width="16">) icon.<p class="p">You can filter by activity, hide agents without a schedule or
activity, and filter by locations, teams and groups.</p>
</li>
<li class="li">To reset the filters, click the <strong class="ph b">Refresh filters</strong> icon in the lower-right of the
filter side panel.</li>
</ol>
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