Monitoring employee state in Ignite

The Employee State monitor available in Ignite enables you to view activity and, if enabled for Interactive Contact Center, adjust presence for individual employees in your contact center.

You can view the following real-time employee information:
  • Employee name, reporting number, and avatar
  • ACD availability and state (with colored state icon)
  • Busy duration for the day
  • Do Not Disturb duration for the day
  • Number of interactions handled for the day (voice, email, chat, SMS, open media as applicable)
  • Date/Time of first login
  • Total shift duration
Note:

Only one employee at a time can display in the Employee State monitor, but you can optionally add several employee monitors to a dashboard to access information for multiple employees.

The Employee State monitor in Ignite is accessible from your Ignite Dashboard, To learn how to add and configure settings for the Employee State monitor in Ignite, see "Configuring Ignite dashboards".

Parent topic: Accessing real-time information with Ignite
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