Viewing agent statistics

Last Updated : Jan 18, 2023 |

About this task

View the statistics for each agent in the call center. You can view the following details:

  • If agent is logged in or logged out.

  • Active, available and idle time of an agent.

  • The number of calls offered to an agent.

  • The number of calls answered by an agent.

  • The number of RONA calls.

You can also run maintenance commands on the Configuration Server console.

Procedure

  1. On the Configuration Server web portal, log in to the Maintenance Shell console.
  2. Do one of the following:

    • To view statistics on all configured agents, run the mtc monitor agent command.

    • To view details for a specific agent, run the mtc monitor agent <agent ID> command.