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:

• How to view real-time agent information using the desktop client
• How to view real-time agent information using the web portal
• Real-time agent information

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

1. Sign in to the Zoom desktop client.
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:
   • 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.
     • 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. In the Real-time Analytics section, click My Agents.
4. (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.
     • 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.

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.
• Active: The number of active engagements the agent is currently in.
• Completed. 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.