Agent Track

Agent Track is a real-time agent monitoring tool designed to provide users with detailed statistics related to agent activity and their mapped contacts. This feature allows users to monitor up to 10 active agents at a time, giving visibility into each agent’s current status and associated AEM contacts.

Notes:

• Quick Link: This page does not have a quick link for direct access.

• Export Functionality: Exporting data from this page is not supported.

• Search Filters: User-applied search filters do not persist across sessions or page reloads.

View Agent Reports

1. Go to Tools > Agent Track.

2. On the Agent Track page, locate the Filter tab at the top of the screen. In the Filter tab:

   1. Select at least one agent to generate a report.

   2. You can select up to 10 agents at a time to generate a report.

   3. The filter displays up to 1,000 unique agents initially. To view additional agents beyond this limit, select Show more.

3. Select the applicable agents, click SHOW AGENTS STATISTICS to generate the report. The report displays the following parameters:

   1. Agent Name: The name of the agent.

   2. Agent ID: The unique identifier of the agent.

   3. Agent Status: Indicates whether the agent is Logged In or Logged Out. Intermediate states are not shown.

   4. Open Contacts: The total number of contacts assigned to the agent that are in an open state.

   5. Queued to Dialer: The total number of contacts mapped to the agent that are currently in queue and waiting to be delivered to the dialer.

   6. Sent to Dialer: The total number of contacts assigned to the agent that are already delivered to the dialer.