Admins can use the agent availability dashboard to keep track of all the agent activities in your helpdesk.
You can access this from the Available Agents box in the dashboard tab. It displays the list of all the agents who are available to take calls and receive tickets.
The 'Ticket Assignment' tab in the agent availability dashboard contains the list of agents who are accepting tickets and the ones who aren't. You can change the ticket assignment for an agent by toggling between ON and OFF button.
The 'Phone' tab in the agent availability dashboard contains the list of agents who are available to take calls and also the ones who aren't. This helps the Admin to keep an eye on his agent activities in the helpdesk. It also identifies the agents who are in a call with 'call in progress'. Using these features, the Admin could oversee his entire helpdesk with a single dashboard to check for adequate agent resources.
When there are many agents in a helpdesk, filters come in handy. You can use the filters to scan through the available agent list of one particular group like product development, sales or QA. You can also sort the agent list by their name or by their recent activity.