Cisco Real Time Report Showing Agent Current Status

[MOutland]

Hi,

I am looking for a report in Cisco Analyzer that will show the real time status for my agents. We currently have about 70 agents and I need to show if they are available (waiting on a call), on a call, or idle. Is there a report that automatically refreshes every minute that show these statuses? 

[Vaijanath Sonvane · Accepted solution]

Hi @MOutland,

In WxCC Analyzer, there is a Team Stats Real-Time Report under Visualization > Stock Reports > Real-Time Reports > My Team & Queue Stats. This report show all the agents and their current status. You can add this report to Agents Dashboard.

[Vaijanath Sonvane · Accepted solution]

Hi @MOutland,

You can copy this report and create your own with custom refresh rate. Minimum is 1 minute.

[MOutland]

Thank you for the quick reply. Does this automatically refresh or do we have to manually refresh it? If it does auto refreshes, how often does it auto refresh?

[Vaijanath Sonvane · Accepted solution]

Hi @MOutland,

In WxCC Analyzer, there is a Team Stats Real-Time Report under Visualization > Stock Reports > Real-Time Reports > My Team & Queue Stats. This report show all the agents and their current status. You can add this report to Agents Dashboard.