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Administrators can effectively monitor agent activities in the helpdesk using the Agent Availability Dashboard.
Accessible through the "Available Agents" widget from the dashboard tab, it provides a comprehensive list of agents who are ready to handle calls, chats and receive ticketss
You can control the agents' availability by clicking the availability dropdown as shown below and change between the availability modes given.
Administrators can conveniently manage an agent's availability across both chats and phone calls too.
In a helpdesk with a substantial number of agents, filters prove to be valuable tools. Administrators can efficiently navigate through the available agent list and focus on specific groups such as Billing and Refunds, Escalations, Product Technical Support, and more. Moreover, the agent list can be sorted in ascending or descending order, providing enhanced control and organization over agent assignments and tasks.
