Required Subscription: Real Time Dashboards
Required Permission Level: Dashboard and Report Creator
If you are using a Real Time Agent Status chart on your dashboard, you may want to exclude agents that are currently in various states such as logged out, off queue, etc. This will clear up space and allow you to focus on the agents that are active.
Creating the agent status chart
If you are editing an existing chart, skip steps 2–4. Instead, click Chart Options, then click the enclosure tab on the bottom right of the agent status chart you wish to filter, and proceed to step 5.
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1
Navigate to the Dashboard page and click the pencil icon to enter Edit mode. -
2
Click Create Chart. -
3
Select Realtime as the data source type. -
4
Select one of the Real Time Agent chart options available in your data (depending on your module this could be Agent Status, Realtime Agents, etc.). -
5
Set one of your values to the status you want to report on (depending on your module this could be Routing Status, Agent Status, etc.), then click the Filters button at the bottom of Chart Options and select the + button next to the status you want to filter on.
Excluding agents by status
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1
Scroll to and check the box next to the status you wish to exclude — in this case, Logged Out. The radio button at the bottom will be set to Exclude the status selections you make. Click Apply.
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2
Click Apply on your chart and Save on your dashboard.
Those agents will now be excluded from your chart.
Questions or feedback? Please email us at support@brightmetrics.com.