Monitor Agent Status In
Real Time
Instantly see who’s busy, idle, or ready to take the next call. The Agent Status provides real-time visibility into team availability, ensuring seamless call routing, optimized workflows, and better customer experiences.
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Read case studyWhat is Agent Status?
Agent Status is a real-time monitoring feature that helps track and manage the availability of call center agents. By setting their status to “Online,” “Offline,” or “Idle,” agents can instantly communicate their availability.
As their status changes, the system automatically reflects these updates and adjusts call routing accordingly. This ensures that inbound calls are directed only to available agents, reducing wait times and improving overall efficiency.
How To Set Up Agent Status On CloudTalk
- Once you’re logged into your CloudTalk account, tap on your profile icon.
- Look for the status bar in the upper right corner—it’s where you control your availability.
- Select Online, Offline, or Idle to let your team know if you’re available.
- If you pick Idle, you can specify why—Busy, Break, Lunch, Meeting, or Training.
- Click Save, and your status updates instantly for your team to see!
Key Agent Metrics for a Call Center
- Agent activity: Shows an agent’s current and historical status, such as available, on a call, or in after-call work.
- Agent productivity: Combines activity levels and call handling volume to highlight performance trends.
- Inbound calls per agent: Displays the number of incoming calls handled by each agent.
- Outbound calls per agent: Tracks how many outgoing calls each agent makes.
- Average call duration per agent: Shows the average length of calls handled by an agent.
Features
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Wallboard
Showcase real-time performance and call center metrics to your entire team — live and in a variety of different formats.
User Management
Upload users, assign permissions, and manage call queues and ringing strategies in bulk without any extra effort.
Analytics
Access centralized real-time data on your agent’s performance or call statistics, and use it to optimize your strategy.
Frequently asked questions
Everything you need to know about the product and billing.
Why should you use Agent Status?
Using Agent Status empowers your team to manage their call center availability effectively, ensuring that calls are handled by the right agents at the right time. When agents update their status in real time, they can optimize call routing and improve response times.
How to Check Agent Status?
To check an agent’s status in CloudTalk, simply navigate to the Dashboard, where you can view the real-time status of all agents. Each agent’s status—whether they are Online, Busy, Offline, or Idle—is displayed, allowing managers to monitor availability instantly.
What is the Agent Status of a Call Center?
Agent status monitoring in a call center refers to the real-time availability and activity state of each agent. It includes indicators like Online, Busy, Offline, and Idle. These statuses help in managing call distribution, monitoring agent performance, and ensuring that customer interactions are handled promptly and efficiently.
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