Viewing real-time agent information

Admins can view real-time agent information 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.

Requirements 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 app: Zoom desktop app for Windows, macOS, or Linux: Global minimum version or higher

How to view real-time agent information using the desktop app

1. Sign in to the Zoom desktop app.
2. Click the Contact Center tab.
3. In the left-side navigation menu, click Teams.
4. (Optional) Use the filters at the top of the page to only display information for specific agents, queues, or statuses:
   • Name
   • Status
   • Status Duration
   • Agent Skills/Proficiency
   • Team
   • Open Engagements
   • Closed Engagements
   • Queues
   • 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.
     • Fully opted-out: Only display agents that are opted out of all of their assigned queues.
5. (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

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Analytics & Reports.
3. Click the Contact Center tab.
4. In the Real-time Analytics section, click My Agents.
5. (Optional) Use the filters at the top of the page to only display information for specific agents, queues, or statuses:
   • Agent
   • Status
   • Team
   • Queues
   • 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.
     • Fully opted-out: Only display agents that are opted out of all of their assigned queues.
6. (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:

• Name: The Zoom profile display name of the agent.
  Note: Admins can set a separate Zoom Contact Center display name.
• Status: The current status of the agent. You can also set an agent's status.
• Status Duration: The amount of time the agent has have been in the current status.
• Agent Skills/Proficiency: The skills and proficiency level (in parenthesis) of the agent. You can change an agent's skills and proficiency levels.
• Team: The team that the agent is assigned to. You can assign agents to different teams based on their roles or skill sets.
• Open: The number of open engagements the agent is currently in.
• Closed: The number of engagements that the agent has completed during the current day.
• Queues: The queues that the agent is a member of.
• Opt In/Opt Out: Displays if the agent enabled notifications from the queue. Click the toggle to change agent’s opt in / opt out status.
  Notes:
  • If the agent is a member of multiple queues, click the right arrow icon before their display name to show a list of queues.
  • You can use role privileges to change agents' ability to opt in or out.

How to set an agent's status in the desktop app

1. To find the agent, view the teams in the Zoom desktop app.

2. Under the Status column, click the down arrow icon next to the agent's status.

3. Choose from the following status options:

   • Ready

• • Not Ready

  • End Work Session

How to opt an agent in/out of queues in the desktop app

1. To find the agent, view the teams in the Zoom desktop app.

2. (Optional) To view each queue, click the down arrow icon next to the agent's name.

3. Under the Queue opt In/Out column, toggle the check box for all queues or the check boxes for each individual queue to enable or disable them.