> For the complete documentation index, see [llms.txt](https://documentation.proto.cx/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://documentation.proto.cx/docs/modules/analytics/live-agents-overview.md).

# Live agents

Shows how live agents spent their time and how conversations were distributed across agents and teams.

***

{% tabs %}
{% tab title="Live agents activity" %}
A per-agent timeline chart for a single selected day, showing status across every hour (00–24).

| Status     | Colour     | Description                     |
| ---------- | ---------- | ------------------------------- |
| Online     | Green      | Logged in and available         |
| Away       | Amber      | Logged in but marked as away    |
| Offline    | Red        | Logged in but marked as offline |
| Logged out | Light grey | Not logged in                   |

Each agent row shows a coloured status bar plus a summary line (Online Xh Xm / Away Xm / Offline Xm / Logged out Xh Xm).

**Filters:**

| Filter          | Description                                             |
| --------------- | ------------------------------------------------------- |
| **Date**        | Single-day picker, defaults to today.                   |
| **Teams**       | Filter to agents in a specific team.                    |
| **User status** | Filter by status: Online, Away, Offline, or Logged out. |
| **Live agent**  | Filter to a specific agent.                             |

Paginated — use **Live agents per page** and **Show page** to navigate.
{% endtab %}

{% tab title="Live agents table" %}
A summary of live agent activity for a selected date range.

**Date range** — same date picker as Interactions. See [Interactions — Date range](/docs/modules/analytics/interactions.md).

**Filters:** Teams, User status.

| Column           | Description                              |
| ---------------- | ---------------------------------------- |
| Name             | Agent name, avatar, and email            |
| Teams            | Teams the agent belongs to               |
| Status           | Current status with colour indicator     |
| Last online      | Most recent active time or date          |
| Assigned tickets | Tickets currently assigned               |
| Assigned chats   | Chats currently assigned                 |
| Active hours     | Total Online time in the selected period |

Paginated — use **Live agents per page** and **Show page** to navigate.
{% endtab %}

{% tab title="Conversations heatmap" %}
Conversation volume broken down across agents or teams over time.

| Control               | Description                                   |
| --------------------- | --------------------------------------------- |
| **Columns**           | X-axis time unit: Hours, Days, Weeks, Months. |
| **Rows**              | Row dimension: Live agents or Teams.          |
| **Conversation type** | Filter: All, Livechats, or Tickets.           |

Uses the same date range as the Live agents table. Download icon exports as CSV; screenshot icon downloads an image of the chart.
{% endtab %}
{% endtabs %}