Viewing Agent Status Data

You can use the All Active Agent Status view to view status data for each agent who is currently logged in and using a Siebel application configured to support session communications. For each agent, the view displays:

  • The agent’s login, agent ID, and first and last name

  • The communications configuration that is active for the agent

  • The teleset the agent is using, for voice agents

  • Currently active work items for the agent, for each channel

  • The agent’s state (such as Ready, Not Ready) for each channel for the agent’s configuration

To view agent status data

  1. Navigate to the Administration - Communications screen, then the All Active Agent Status view.

  2. Click Refresh to update the displayed data.

Note: The All Active Agent Status view is always updated by the Siebel CRM system software and does not require specific parameter settings or event log definitions.