Question

Activity status of agents (online and not online)

  • 29 April 2021
  • 1 reply
  • 82 views

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Hello and good day. 

Is there a way to see the activity status of the agents? maybe on the dashboard? Important would be, active in the system or inactive since about 30 minutes. regardless of whether the agent logs off or logs on in the system. 

Does anyone have an idea how to do this?

Thanks a lot :)
 


1 reply

Userlevel 4
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Hi Christian,

Hope you are doing well.

We would not be able to track whether an agent is active or inactive from the dashboard, however, if you have been using Automatic Ticket assignment in your groups, you would be able to add dashboard widgets to monitor the agent availability from these groups. You can refer to the below solution article on how to add custom widgets to the dashboard.

https://support.freshservice.com/en/support/solutions/articles/239235-increase-agent-productivity-with-real-time-custom-dashboards

Please note that this only provides the information on whether the agents have enabled/disabled their availability and also provides the supervisors' control to enable/disable the same.

Hope this helps.

Thanks,

Rajagopal

Team Freshservice

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