Live agents
Agent activity timelines, status summaries, and a conversations heatmap.
Shows how live agents spent their time and how conversations were distributed across agents and teams.
A per-agent timeline chart for a single selected day, showing status across every hour (00–24).
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:
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.
A summary of live agent activity for a selected date range.
Date range — same date picker as Interactions. See Interactions — Date range.
Filters: Teams, User status.
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.
Conversation volume broken down across agents or teams over time.
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.
Related
InteractionsLast updated