In an upcoming release, this application will be removed for all systems except for those with FedRAMP enabled. Unless your system is FedRAMP-enabled, switch to the new CXone Dashboard application as soon as possible for an improved experience.
Required role: Supervisor, Manager
Refresh rate: 5 seconds
The Agent Counter widget allows supervisors or managers to see the total number of agents logged in to the agent applicationand the breakdown of the number of agents in each state
The availability status of an agent.
The large number in the center is the total number of contact center agents who are logged into the agent application. The smaller numbers indicate the number of agents in each state The availability status of an agent.
Settings
Settings containing checkbox selections have a Select All and Deselect All option. These can be used to quickly pick and choose just the metrics needed to create a targeted display. The Agents and ACD Skills settings also have a search box for locating a specific agent or skill.
| Field | Description |
|---|---|
| Display Name | Allows for customization of the widget name |
| Teams | Configures which team(s) are included in the widget |
| Agents | Allows inclusion or exclusion of individual agent(s) |
Agent State Colors
| Color | State |
|---|---|
| Green | The agents who are in an available state The availability status of an agent - they are able and read to take calls, chats, etc. |
| Purple | The agents who are in an ACD (inbound) state |
| Yellow | The agents who are in an outbound state |
| Red | The agents who are in an unavailable state |
| Dark Blue | The agents who are in a Preview state (connected to the Personal Connection Dialer or previewing contact details prior to accepting the contact) |
| Light Blue | The agents who are in a Waiting state (connected to the Personal Connection Dialer or awaiting a contact to be available) |