Agent Track

Agent Track is a monitoring tool used to view statistics related to agent activity and their mapped contacts. It provides a read-only view that helps administrators monitor agent workload and contact distribution. You can track up to 10 active agents at a time and view each agent’s current status along with the contacts mapped to them.

View agent statistics

From the Available agents list, select one or more agents and select Show agent statistics. The system displays monitoring data for the selected agents.

Field	Description
Agent name	Shows the name of the agent. The name includes the <Dialer_> prefix, which identifies the dialer where the agent is currently logged in.
Agent ID	Shows the unique identifier of the agent. The ID includes the <Dialer_> prefix to indicate the associated dialer.
Agent status	Shows the current working state of the agent. This information indicates agent availability.
Open contacts	Shows the number of contacts currently reserved for the agent but not yet completed.
Queued to dialer	Shows the number of contacts queued and waiting to be sent to the dialer for the agent.
Sent to dialer	Shows the number of contacts already sent to the dialer for the agent.