To monitor agents, go to the Monitoring tab, activate the New switch in the top-left corner and go to the Agents tab. Tab features:
Agent Performance Statistics
Agent performance statistics for the selected period are displayed in a table with the following columns:
| Column | Description |
| Agent and department | The name of the agent and the department to which the agent belongs. |
| Status | The agent’s status. The table contains agent data in the Active, Inactive, Offline statuses. |
| Time in status | The time during which the agent is in the specified status. |
| Work time | The total working time of the agent. Indicates the amount of time the agent has been in each status: • READY• PRE_INACTIVE• INACTIVE• OUTGOING |
| Completed threads | The total number of threads with the CLOSED status completed by the agent. |
| Slots used/free | The total number of agent sessions currently in progress. |
| Average first/next response time | The average time it took the agent to send: • the first reply in the thread; • the second and subsequent replies in the thread. |
| Service quality | The average score based on the ratings of the customers the agent has worked with. |
| Average handling time | The average time that the agent’s threads are being processed. The indicator value is calculated only for agent threads with IN_PROGRESS status. |
Indicators that can’t be summarized or averaged are only relevant for the current moment and don’t depend on the selected period. They are marked with the icon 
.
. For additional actions in the agent table, click the icon 
in the agent row. Available actions:
- View threads — click to go to the History tab and get information about the selected agent’s threads.
- Send notification — click to create and configure a new notification for the selected agent.
Follow the instructions to configure data filtering.