Use the Agent Status widget of the Monitoring tab to review the following information about the selected agents:
- Their current status
- Number of threads in their personal queues (for the agents in the Active status)
- Number of their pinned messages
- How much time has passed since their last status change (for the inactive or offline agents)
The All filter is selected by default, so the system displays all agents in your supervisor group. However, you can select a specific status for which you want the system to display agents. The following options are available:
|Active (doesn’t receive threads)
|The agent is logged in and can process incoming and outgoing threads started by clients as part of the “Assigning a client to an agent” timeout action. This means that the agent can work with their assigned clients, receive messages from them and reply to them, but they do not receive threads from other clients at the moment.
|The agent is logged in, and the system can assign threads to them so the agent can start working. This status is the one assigned to the agent while they are working with threads. In this status, the number of threads and pinned messages is displayed for the agent.
|The agent is logged in, and the system can assign threads to them. All sessions of this agent are currently free.
|The agent has requested to switch to inactive status and is finishing current threads. The system does not assign new threads to the agent. For this status, the system displays the number of threads and pinned messages for the agent.
|The agent is in the corresponding Inactive status and is not processing threads. The system does not assign new threads to the agent. For this status, the inactive time is displayed.
Important! A system admin can add other reasons for agents’ inactivity using an API method, and agents will be able to select this reason when going inactive.
The new reasons are also displayed on the Your agents tab in the Threads widget and in the Workload report and the Agent Status Log report.
|The agent has logged in and is preparing to start working. For this status, the system displays how long the agent has been in this status.
|Inactive (kicked out)
|The agent was not processing assigned threads and did not respond to the system’s request to continue working. The system moves the agent to this status automatically, unassigns the agent’s current threads and moves them to the general distribution queue, and does not assign new threads to this agent (and none are in their queue).
|The agent is currently offline (not logged in). The system displays the time since the agent was logged in for the last time.
You can open any agent card by clicking the agent’s avatar in the widget. If there is a request for approval from an agent (for example, if they tried to change their profile photo), you see a Bell badge next to their avatar:
You can accept or decline the changes in the agent card on the Approvals tab.