Agent State Monitoring

September 30, 2019

What is it?

Supervisors can now remotely change an agent’s presence state or work mode in the new Agent State Monitoring page. The page allows for both single and bulk agent changes. Agents can be made Ready when work is in queue, placed into Away states when they’ve forgotten to make the change themselves, or logged out when they have left for the day while still logged in. This page also allows for a more streamlined agent monitoring experience with channel identifiers, skill filtering, and current working statistics in one place.

Find the new Agent State Monitoring page in the configuration interface under Reporting > Agent State Monitoring.