How to Use the Agents Liveboard
  • 14 Apr 2022
  • 4 Minutes To Read
  • PDF

How to Use the Agents Liveboard

  • PDF

The Agents Liveboard lets you see which Agents are actively helping a Customer, what Channel they are currently working on, who’s Away, or their Active status.

How to access the Agents Liveboard

  1. Click the menu icon on the top left corner of the screen.
  2. Click Liveboards and you’ll be taken to the Summary Liveboards.
  3. Click the Agents tab.

Information you can track with Agents Liveboard

  • Working Agents – Every individual Agent currently logged in and is neither Idle nor Away.
  • Away Agents – Every individual Agent currently Away or Idle in Gladly.

Working Agents

Agents are considered Working if they’re helping a Customer or otherwise using Gladly. The Agents Liveboard not only lets you see the individual Agents currently working on Gladly but also the Channel or page that they’re currently on.

  • Working – The Channels that each Agent has made themselves available on. When the icon is outlined in black, that means they’re available to have Customers routed to them on that Channel, When the icon is gray, they’re not available to receive work from that Channel.
  • Agent Lists the names of Agents currently working in Gladly.
  • Currently On – The Channels Agents are currently helping a Customer through or the page in Gladly that they’re currently on.
    • Call Duration – If Agents are on a call, it displays the duration of active phone calls based on when the call was accepted by the Agent. Hover and click on the duration to take you to the live recording of the call on the Customer's Profile.
    • Messaging Sessions – If Agents are working on messaging Customers, it displays the duration of the session based on when the Agent sent the first response. Agents on more than one messaging session will show multiple time duration with an icon to indicate the messaging Channel. Hover and click on the duration to take you to the Conversation.

Below is a list of other statuses — besides call and chat/messaging durations —  that may appear under the Currently On column:

Currently On
Descriptions
Comments
On a phone call with call durationIf Agent puts themselves on "mute," they'll temporarily disappear from Agents Liveboard.
FB MessageResponding to a FB message
Instagram DirectResponding to an IG message
NoteWriting a Note in a Conversation
SMSResponding to an SMS in a Conversation
TwitterResponding to a Twitter message
WhatsAppResponding to a WhatsApp message
CustomerViewing a Customer Profile
InboxViewing an Inbox
SearchViewing the Search page
Task PanelViewing the Task panel from a Customer Profile
TaskViewing the Task Composition screen.
ReportsViewing ReportsAvailable if the Agent is also a Manager or Administrator.
LiveboardsViewing Liveboards
API TokensViewing the Integrations pageAvailable if the Agent is also an  Administrator.
AnswersViewing Answers Admin page
ChannelsViewing Channel settings pageAvailable if the Agent is also an Administrator.
InboxesViewing Inboxes settings pageAvailable if the Agent is also an Administrator.
IVR AdminViewing IVR Admin pageAvailable if the Agent is also an Administrator.
Rules AdminViewing Rules Admin pageAvailable if the Agent is also an Administrator.
Topics AdminViewing Topics Admin pageAvailable if the Agent is also a Manager or Administrator.
Users AdminViewing Users Admin pageAvailable if the Agent is also a Manager or Administrator.
  • Status – The current 'Active' status the Agent is on. The type of status that appears here depends on the statuses currently configured.
  • Status Time – The length of time an Agent has been on a particular 'Active' status.
Tip - Callouts for the 'Working Agents' view
  • Multiple time durations indicate multiple messaging sessions.
  • Under the "Working" column, gray icons indicate the Agent is not available to receive work on those Channels.

Away Agents

Track the Agents who are Away from Gladly (i.e., not being routed Customers). Agents can either manually set themselves as Away or be automatically set as Away if they’ve been idle for a set amount of time.

Idle Agents

Gladly monitors the movement of the mouse cursor. If it doesn’t move after a certain time threshold, Idle Timing settings will kick in and the Agent is shown in an "Idle" state.

Sort Agents Liveboards

Sometimes you might want to see (at a glance) what Channels your Agents are helping Customers on. Or maybe what a particular Agent is up to.

To help you sift through the long list of Agents working in your contact center at any one time, Gladly lets you sort the Agents Liveboard according to:

  1. Agent name (A to Z) – Agents will be sorted in ascending order according to their first name.
  2. Agent name (Z to A) – Agents will be sorted in descending order according to their first name.
  3. Currently On - Group Agents according to the Channel, Inbox, or page they’re currently on in Gladly.

To sort the Agents Liveboards

  1. Click on the dropdown list next to the words Sorted By on the ‘Working Agents’ section of the Liveboards.
  2. Choose how you want to sort the Agents from the dropdown list.

Filtering the Agents Liveboards

You can also filter the Agents Liveboard to get a more granular view of what your Agents are doing. Filter by either Teams, Inbox, or both. Select multiple teams or Inboxessimultaneouslye to see a compiled view of what’s going on in those respective groups.

To filter Agents Liveboards:

  1. Click on the Team or Inbox Filter on the top right of the Agents Liveboards.
  2. From the dropdown list, select the options you want to view. Alternatively, start typing out the name of the Team or Inbox to help narrow down the list.
  3. Once selected, it will move to the top section of the dropdown list as a ‘Selected Team/Inbox.’
  4. You can add as many Teams or Inboxes as you like. Just continue searching and selecting until you’re happy.
  5. To unselect, click on the selection, and it should be removed from the Selected list.
  6. Once you’re done selecting, click outside of the filter to save.



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