Viewing real-time agent information
Admins can view real-time agent information (also known as the My Agents page) like their contact center availability status of and opt-in/out status. Supervisors of a queue can only view real-time information on agents in the same queue. You can use either the Zoom web portal or desktop client to view real-time agent information. Both methods have access to the same information.
You can also control if agents can opt out.
This article covers:
Prerequisites for viewing real-time agent information
- Pro, Business, or Education account
- Zoom Contact Center license
- Account owner or admin privileges
- For viewing agent information in the desktop client: Zoom desktop client for Windows or macOS, 5.11.11 or higher
How to view real-time agent information using the desktop client
- Sign in to the Zoom desktop client.
- Click the Contact Center tab.
- In the left-side navigation menu, click Teams.
- (Optional) Use the filters at the top of the page to only display information for specific agents, queues, or statuses:
- Agent
- Agent availability status
- Queue
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Queue Opt In/Out status
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Queue Opt In/Out: Display all agents regardless of their opt in/out status.
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Fully opted-in: Only display agents that are opted in to all their assigned queues.
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Partially opted-in: Only display agents that are opted in to one or more of their assigned queues.
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Fully opted-out: Only display agents that are opted out of all of their assigned queues.
- (Optional) Sort the table by clicking on the Name, Status, or Status Duration column.
How to view real-time agent information using the web portal
- Sign in to the Zoom web portal.
- In the navigation menu, click Analytics & Reports.
- In the Real-time Analytics section, click My Agents.
- (Optional) Use the filters at the top of the page to only display information for specific agents, queues, or statuses:
- Agent
- Agent availability status
- Queue
-
Queue Opt In/Out status
-
Queue Opt In/Out: Display all agents regardless of their opt in/out status.
-
Fully opted-in: Only display agents that are opted in to all their assigned queues.
-
Partially opted-in: Only display agents that are opted in to one or more of their assigned queues.
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Fully opted-out: Only display agents that are opted out of all of their assigned queues.
- (Optional) Sort the table by clicking on the Name, Status, or Status Duration column.
Real-time agent information
Note: For information on metrics included in the real-time agent dashboard, see the Zoom Contact Center metrics glossary.
You will see the following real-time agent information: