‎Agent Availability Live Monitoring

Agent Availability Live Monitoring

Updated

22 days ago

The Agent Availability Live Monitoring dashboard provides comprehensive and detailed insights into the availability of agents, categorized by their current status and geographical state. This powerful tool not only allows for a clear understanding of how many agents are available at any given moment but also offers visibility into various factors that influence their availability. It includes metrics related to work queue-based availability, which reflects how many agents are currently engaged with tasks in the queue, as well as skill-based availability, which indicates the readiness of agents with specific skills to take on new tasks or calls. By utilizing this dashboard, organizations can effectively manage their workforce, ensuring that they have the right number of agents available to meet demand while optimizing performance and service levels.

Business Use Cases

Monitor Real-Time Agent Availability: Track how many agents are available at any given moment to ensure proper staffing and quick response to changes in demand.
Identify Skill-Based Readiness: View availability of agents with specific skills to assign tasks more effectively and improve service quality.
Analyze Geographic Distribution: Assess agent availability by state or region to optimize resource allocation and regional performance.

Dashboard Sections

The Agent Availability Live Monitoring dashboard will be divided into 3 sections:

Agent Availability: It provides details about the current agent availability based on status, current agent availability based on state.
Work Queue Based Availability: It provides details about the work queue-based availability and skill based availability.
Raw Data: Provides details about the agent current availability status.

Agent Availability

Work Queue Availability

Name	Description
Agent Current Status	Indicates the current status of the agent. It will change and refresh as the status of the agent changes.
Agent Count	Count of agents in the defined current state - in case the dimension is plotted, or else it will show overall total agent count.

Name	Description
Agent Current Status	Indicates the current status of the agent. It will change and refresh as the status of the agent changes.
Agent Count	Count of agents in the defined current state - in case the dimension is plotted, or else it will show overall total agent count.
Agent Current State	Indicates the current state of the agent to whom the case is assigned currently. This can change with time and always show the current status of the current assigned agent.

Name	Description
Agent Current Status	Indicates the current status of the agent. It will change and refresh as the status of the agent changes.
Work Queue	Provides the name of the associated work queue. In case the work queue is not shared with the particular user, it will show the unique ID of the queue.
Agent Count	Count of agents in the defined current state - in case the dimension is plotted, or else it will show overall total agent count.

Name	Description
Agent Current Status	Indicates the current status of the agent. It will change and refresh as the status of the agent changes.
Agent Skill	Agent Skills assigned to the agent, if multiple skills are assigned, it will come comma seperated.
Agent Count	Count of agents in the defined current state - in case the dimension is plotted, or else it will show overall total agent count.

Name	Description
Agent	The sprinklr user for whom the report is being generated.
Agent Current Status	Indicates the current status of the agent. It will change and refresh as the status of the agent changes.
Agent Current State	Indicates the current state of the agent. It will change and refresh as the state of the agent changes.
State Start Time	Date timestamp of when the current state of the agent started.
Last Updated Time	Date timestamp when the record was last updated.
Agent Count	Count of agents in the defined current state - in case the dimension is plotted, or else it will show overall total agent count.