Agent Status Details (Genesys Cloud (PureCloud)-OOTB Dashboard)

Owned by Arielle Kaye Odeste
Nov 15, 2021
1 min read

Overview / Description

The Agent Status Details Dashboard provides details around the status of agents in the contact center. It is designed to be used within the PureCloud user interface.

Viewer

This section covers Agent Status Details for Viewer access.

Creator

This section covers Agent Status Details for Creator access.

Datablock used:

Measures and Measure Groups used:

agentpresencehistory_emite (Index)

  • Predefined Measures

    • tAgentRoutingStatus Time

    • tOrganizationPresence Time

  • Percentage

    • % Interacting

agenthistory_emite (Index)

  • Predefined Measures

    • tHeld Time

    • tACW Time