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With the Agent Monitoring Dashboard,
get instant visibility into the status and performance of agents on your platform. See who is
on a call or chat and who is available. Evaluate agent performance during interactions to
provide immediate feedback in the moment. Get individual performance metrics.
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced Reporting.
If you don't see the Dashboard menu, expand the window horizontally until
the Dashboard menu appears. The Advanced Reporting Landing Page
appears.
Click Agent Monitoring. The dashboard appears.
Filter your results using the following fields:
Agent Name, Agent Email, Agent ID, Custom Agent ID: by the
name, email or ID of an agent
Role/Custom Role: by role assigned to an agent
Teams: by the team
Location: by the geographic location
Status and Next Status: by the agent status or an upcoming
activity such as a Break
Channel: by channel, such as Call, Chat, or All
Direction Picker: by the direction of the call or chat, such as
Inbound, Outbound, or All
In the Time Format field, select a time format.
Click Update.
Tiles
This dashboard contains the following metrics tiles.
The pie chart next to the summary tiles gives a visual display of the agent
status breakdown.
Agent Logged In: the number of agents logged in to the portal
Average Handle Time: the average handle time for calls
Average CSAT: the average CSAT score
Agent in Wrap-up: the average time spent in after call or chat wrap-up
(ACW)
Agents Available: the number of agents available to take a call or chat
Agents Unavailable: the number of agents unavailable to take a call or
chat
Agents In Call: the number of agents in a call
Agents In Chat: the number of agents in a chat
Status Breakdown: a chart showing the status distribution
Tables
This dashboard contains the following metrics tables. Hold the pointer over a
table heading to see its description.
Live Agent Data: shows how many active calls are in progress. This
also displays the chat concurrency level as set up for each agent.
Agent Performance: shows historical data for each agent
Agent Details: shows details about an agent, such as their name, ID, and
more
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[[["\u003cp\u003eThe Agent Monitoring Dashboard provides real-time visibility into agent status and performance, including who is on a call/chat and who is available.\u003c/p\u003e\n"],["\u003cp\u003eYou can access the dashboard via the CCAI Platform portal by navigating to "Dashboard > Advanced Reporting" and then selecting "Agent Monitoring".\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard allows you to filter results by various criteria such as agent name, role, team, location, status, channel, and direction.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard presents data in tiles, including metrics like Agent Logged In, Average Handle Time, Average CSAT, Agents Available/Unavailable, and more.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard includes tables such as Live Agent Data, Agent Performance, and Agent Details to provide in-depth agent information.\u003c/p\u003e\n"]]],[],null,["# Agent monitoring dashboard\n\nWith the **Agent Monitoring Dashboard**,\n\n\nget instant visibility into the status and performance of agents on your platform. See who is\non a call or chat and who is available. Evaluate agent performance during interactions to\nprovide immediate feedback in the moment. Get individual performance metrics.\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced Reporting** .\n If you don't see the **Dashboard** menu, expand the window horizontally until\n the **Dashboard** menu appears. The **Advanced Reporting Landing Page**\n appears.\n\n2. Click **Agent Monitoring**. The dashboard appears.\n\n3. Filter your results using the following fields:\n\n - **Agent Name** , **Agent Email** , **Agent ID** , **Custom Agent ID**: by the\n name, email or ID of an agent\n\n - **Role/Custom Role**: by role assigned to an agent\n\n - **Teams**: by the team\n\n - **Location**: by the geographic location\n\n - **Status** and **Next Status** : by the agent status or an upcoming\n activity such as a **Break**\n\n - **Channel** : by channel, such as **Call** , **Chat** , or **All**\n\n - **Direction Picker** : by the direction of the call or chat, such as\n **Inbound** , **Outbound** , or **All**\n\n4. In the **Time Format** field, select a time format.\n\n5. Click **Update**.\n\nTiles\n-----\n\nThis dashboard contains the following metrics tiles.\n\nThe pie chart next to the summary tiles gives a visual display of the agent\nstatus breakdown.\n\n- **Agent Logged In**: the number of agents logged in to the portal\n\n- **Average Handle Time**: the average handle time for calls\n\n- **Average CSAT**: the average CSAT score\n\n- **Agent in Wrap-up**: the average time spent in after call or chat wrap-up\n (ACW)\n\n- **Agents Available**: the number of agents available to take a call or chat\n\n- **Agents Unavailable**: the number of agents unavailable to take a call or\n chat\n\n- **Agents In Call**: the number of agents in a call\n\n- **Agents In Chat**: the number of agents in a chat\n\n- **Status Breakdown**: a chart showing the status distribution\n\nTables\n------\n\nThis dashboard contains the following metrics tables. Hold the pointer over a\ntable heading to see its description.\n\n- **Live Agent Data**: shows how many active calls are in progress. This\n also displays the chat concurrency level as set up for each agent.\n\n- **Agent Performance**: shows historical data for each agent\n\n- **Agent Details**: shows details about an agent, such as their name, ID, and\n more"]]
Update.