Report source: DW
Report refresh rate: 10 seconds
The Active Agents report shows the number of agents who are actively connected to the system and their current activity at the moment you run the report.
With this information, you will quickly be able to evaluate what your agents are doing. From this report, you can also log your agents out of the system and even clear stuck agents using the Terminate option.
Columns
| Column | Description |
|---|---|
| Agent ID | The Agent ID number. This is a unique value identifying the agent. |
| Name | The agent's first and last name. |
| State | The agent's current state The availability status of an agent. when the report was run. Click the refresh button to refresh the data in the report. |
| Duration | The amount of time that the agent has been in the current state. Displays minutes and seconds in MM:SS. |
| Station | The station ID that the agent is currently using to log on. |
| Team | The team to which the agent is assigned. |
| Skill | The Used to automate delivery of interactions based on agent skills, abilities, and knowledge being used by an active contact the agent is on. This only displays if the agent is in an ACD (inbound) or Outbound state The availability status of an agent.. |
| Force Agent Disconnect | Click Force Disconnect to force a logout for the agent. This ends all contacts associated with the agent. Typically a forced logout would be used if an agent failed to log out after a shift. |
| Terminate Agent | Click Terminate to remove the agent from the active agents list. This option should only be used if the Force Disconnect action does not clear the stuck agent. From the agent's perspective, their instance of MAX automatically closes. |