There are two ways to monitor the status of your agents and skill sets.
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:
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.
Modified on: Tue, 24 Oct, 2017 at 9:45 AM
Did you find it helpful?Send feedback
Sorry we couldn't be helpful. Help us improve this article with your feedback.