Agent Status Tracking
Last updated
Last updated
This feature is part of the AUG-24 release (planned release date: Sep. 1st, 2024).
The Agent Status Tracking feature is designed to enhance the efficiency and management of service teams by allowing service managers to effectively monitor and regulate agent time.
This document provides a comprehensive overview of the Status Tracking feature.
When the feature is enabled, agents must clock in before they can begin working on cases. While clocked in, agents can update their status to indicate whether they are available to work on cases and assist customers or whether they are unavailable and provide a reason. This capability enables managers to view the real-time status of the agents in the unit and analyze historical attendance and availability data using specialized reports.
The Agent Status Tracking feature is not enabled by default.
To enable it, go to Admin Tools -> Settings -> Workforce Management, check the "Track agents attendance and availability" box, and choose one or more user groups to track.
Agents can be in one of the following statutes:
Away: The agent has not clocked in. Users in the Away status are also referred to as "Offline users",
Available: The agent has clocked in to work and is ready to serve customers or process cases (but is not actively doing so).
Active: The agent is actively working on one or more cases.
Unavailable: The user has clocked in but cannot work on cases. Common reasons are that the user is on a break, in a meeting, or performing a back-office task.
Once the tracking feature is enabled, users in affected groups will see a badge on their avatar indicating their current status. A new menu option will be added to their menu, allowing them to change their status. Agents can use this menu option to manually change their status.
The user status changes automatically when agents start processing a case (change to Active) or when they are done processing the last cases (change to Available).
Agents in tracked groups must clock in before using the Agent Console and Calendar. Using the Case Browser tool is also restricted to view only.
To clock in, click Away -> Clock-in in the user menu to open the Clock-in dialog:
The dialog allows users to select their current unit and clock in simultaneously.
At the end of their shift, agents should clock out by using the user menu:
This will open the Clock Out dialog, allowing you to choose the reason for the clock out.
If you are actively processing cases anywhere in the organization, you cannot clock out unless clocking out while processing cases is explicitly allowed on the Workforce Management settings page.
When agents are unavailable to serve customers, they can change their status to "Unavailable" using the user menu.
This will open the Unavailable Status dialog, requiring the agent to specify the reason for unavailability. Standard reasons are "on a break," "in a meeting," and "Back-office work." Agents can also choose "Other" and describe the reason.
To learn how you can create and manage back-office tasks, see:
The Agents Status dashboard widget allows managers to monitor the status of agents in the current unit in real-time.
Important: You must be in the Unit Manager role to view this widget.
To analyze agent attendance and availability of historical data in real-time, use the Agent Attendance report. This report provides a detailed analysis of Agents' Attendance and Availability, offering insights into how agents manage their time and availability.
For more details, see:
Tip: If you don't see the widget on your dashboard, click the Widgets button () and make sure it is selected.
