Introduction:


There are two ways to monitor the status of your agents and skill sets.

Instructions:


Option 1: The Agent Console allows you to see the current state of all agents logged-in.

This includes their name, skill group(s), maximum number of chats, status (online, away etc), and how many chats the agent is currently handling.

To view the Agent Snapshot window:
  • (version 9.X) press F8 or click Tools > Agent Snapshot. This version also shows the agent's nickname.
  • (version 8.X) press F8 or click LivePerson > Operator Snapshot
You can view all skills or filter on one specific skill. Click the desired column heading to change the sort order of the display.

NOTE: This feature may not be available in all LivePerson versions. Please consult your Account Manager for details.


Option 2:  The Admin Console includes an Operator Status page.

This shows real-time chat details for each online agent including their skill group, maximum chats allowed and actual number of concurrent chats.
The page also provides a high-level view of the whole account including skill status (online, offline); number of chats in queue;  average time to answer and the maximum wait time for visitors.

To access the Operator Status page, go to your Admin Console and click Reporting & Analytics > Operator Status.

NOTE: This feature is not available in all LivePerson versions. Please consult your Account Manager for details.