About the Agent status page

View what each of your agents are working on in real time on the Agent status page.


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Workforce Management (WFM) or Workforce Engagement Management (WEM)






Verified AI summary ◀▼
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.


View what each of your agents are working on in real time on the Agent status page.
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 Agent activity page instead.
This article contains the following sections:
Accessing the Agent status
page
Understanding the Agent status
page
Choosing columns to display
Sorting and filtering




Accessing the Agent status page

You must be an admin to access the Agent status page.
To access the Agent status
page

In Workforce management, click the agent folder ( ) in the navigation bar, then select Agent
status.




Understanding the Agent status page

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.
If you've activated the unified agents status synchronization, you can monitor your
agents’ statuses in this page as well. This provides managers with more context about agent
activity and status.

The following data populates the Agent status page.








Column
Description


Activity
Displays the agent’s current activity. For example, their workstream,
a paid or unpaid general task, unified status, or no workstream.


Activity duration
The amount of time the agent has spent in their current
activity.


Adherence duration
The amount of time the agent has spent in their current adherence
state.



Availability (only for accounts with the unified agents status synchronization
turned on)

Assessment outcomes of availability can be: Not
working on ticket + productive status (Online, Transfers only or Away) =
Idle
Not working on ticket + unproductive status
(Offline) = Offline
Working on ticket + productive status
(Online, Transfers only or Away) = Busy
Working on ticket
+ unproductive status (Offline) = Busy (with warning)



Availability duration (only for accounts with the unified agents status synchronization turned on)
The amount of time the agent has spent in their current
state.


Agent status (only for accounts with the unified agents status synchronization turned on)
Displays the unified agent status the agent is in in Zendesk in real
time.


Current adherence status

The agent’s current adherence status.
Inactive agents with approved time off appear as in adherence. Hover
over the agent to see their time off and time off reason.




Status duration (only for accounts with the unified agent status integration
active)

The amount of time the agent has spent in that status.


Ticket number or Id
The Zendesk ID of the ticket the agent is working on. Click the
ticket number to open the ticket.


Status
The agent’s status for the voice channel. For example, Online or On
call.


Status duration
The amount of time the agent has spent in the voice status. For
accounts with the unified agent status synchronization
active, it displays the amount of time the agent has spent in each
status.



Talk activity (only for accounts with the unified agents status synchronization turned on)
The agent’s status for the Talk channel. For example, Online or On
call.



Talk activity duration (only for accounts with the unified agents status synchronization
turned on)

The amount of time the agent has spent in the Talk status.


Workstream (only for accounts with the unified agents status synchronization turned on)
Displays the agent's workstream in real time.







Choosing columns to display

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.
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.
To choose the columns to display


Access the Agent status page.
Click the Pencil ( ) icon.
In the Edit Agent status dialog, select the metrics you want to display.

Note: You must select at least one metric.

Click Save.




Sorting and filtering

The Agent status page sorts agents by their default Zendesk group. You can sort agents by
team, location, or show all agents.
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.
Sorting and filtering can help managers quickly identify situations where they might need
to intervene.
To sort agents


Access the Agent status page.
Click the By group menu, then select By team, By location, or
All agents.
You can also use the search field to quickly find an agent, group,
team, or location, depending on which grouping is selected.

To sort by column, click a column name.

To filter the Agent status page


Access the Agent status page.
Click the Filter ( ) icon. You can filter by activity, hide agents without a schedule or
activity, and filter by locations, teams and groups.

To reset the filters, click the Refresh filters icon in the lower-right of the
filter side panel.