Monitoring Agents

To monitor agents click on the Agents tab located at the top of the Dashboard.

The KPI metrics available are the following:

Availability

KPI	Description
Active	Total number of agents that are currently in Active status. For an agent to be considered active, the Live Chat platform must be open. The agents are considered with “Active” status as long as they have the Live Chat platform open.
Away	Total number of agents that are currently in Away status. If an agent is not active, the status will be "Away".
Reassigning
open	Total number of conversations assigned to an agent that are currently open, regardless of team assigned.
Attention rate	Percentage of the total number of conversations assigned to the agent that have received any replies from either an agent or a user.
snoozed	Total number of conversations assigned to the agent that are snoozed, regardless if the conversation is assigned to a team.

The following table, located below the Availability KPI, displays the performance of each agent:

The table consists of the following columns:

Column	Description
Name	Name of the Agent.
Status	Current status of the Agent. - Online: agent is active. - Offline: agent is away.
Time on Status	Time in minutes that the agent has been in its current state.
Total Active	Time in minutes that the agent's status has been Active.
First Online	Time in minutes when the admin was initially detected as Active following a prolonged period of inactivity.
Last Seen	Time when an agent was last detected accessing the platform through the browser.
Open	Total number of conversations assigned to the agent that are currently open, regardless of team assigned.