194 Chapter 7 Real-time Monitors
Agent State and Employee State by Time
The Agent State by Time and Employee State by Time monitors provide real-time agent information under
ACD, Idle, Non ACD, Unavailable, and Logged Off column headings. They display the same real-time
information as that of the Agent State by Position, Employee State by Position, and Extension State by
Position monitors. See “Agent, Employee, and Extension State by Position” on page 190.
If an agent is in an email, chat, or fax agent state, the monitors display the queue number to which the agent
is logged on. Each column lists agents in order of time in state. You can specify which columns of agent
statistics are displayed, and the order in which they are displayed. You can sort logged off agents by the
longest logged off first. (See Figure 7-8.)
If you have agents who are cross trained to answer calls for different departments (and log in and out of
various voice queues) the telephone system requires you assign the agents multiple IDs. You use the
Employee State by Time monitor to view the activities of voice agents with multiple agent IDs. See “Viewing
the current logged on states of agents who log on to multiple queues” on page191.

Figure 7-8 Agent State by Time

Table 7-3 lists the Agent State by Time and Employee State by Time column headings and their associated
agent states.

Table 7-3 Agent State by Time and Employee State by Time column headings

Category Associated agent states

ACD includes agents in ACD and agents in ACD Hold
Idle includes agents in the Idle state
Non-ACD includes agents in Non ACD, in Non ACD Hold, Outbound agents, and Outbound Hold agents
Unavailable includes agents in Do Not Disturb, Make Busy, Work Timer, and Unknown
Logged Off includes agents in the Logged Off state