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Softphone Agent Stats

Introduction

Agent Queues allows real-time visibility of the status assigned to the individual agent.

In Agent Queues, agents can see the total number of tasks/ contacts and the oldest contacts in their queues.

For each queue, agents can see the number of contacts, the longest waiting and agents available/ agents online.

Refresh interval

Agent Stats polls data from your Amazon Connect instance every 15 seconds.  

Real-time metrics

The following below are the real-time metrics in the wallboard:

  • Agents available – number of agents that can interact
  • Agents online – number of agents online including those in a call
  • Contacts in queue – number of contacts currently in the queue selected
  • Oldest  in queue – number of seconds the oldest contact has been in the queue
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