Agent GridThe Agent Grid widget provides information about a specified selection of agents on a team. Real-time metrics shown on this widget can help supervisors and agents understand team performance, view the status of other agents (e.g., ''Ready'' or ''Not Ready''), and more.The grid shows the following information about agents:* Agent first and last name* State* The duration in state (except for ''Ready'', where idle time is shown instead)Users with the privilege ''Customize Wallboards'' may edit the control settings of wallboard widgets.[[File:Settings-Agent-Grid-316.png|650px|thumbnail|center|Settings for the Agent Grid widget]]''Title'' is the title of the widget. Widget titles, along with their icons, are displayed in the widget selector.You can select the teams or states to be shown on the widget. Choose from ''selected teams'' or ''selected states''.If ''selected states'' is chosen, a dialog will open with the available states that can be selected. You may also limit the agents shown to only agents on your subteams or by logged-in agents.Selected teams are chosen in the same way. Note that teams not assigned to the editing user will not be displayed or included in the calculation. The display is limited to the editing user’s assigned teams.[[File:Wallboard-Select-Agents-By-State-53.png|800px|thumbnail|center|Select Agents by State ]]Selecting the '''enable''' checkbox enables the column headings to be shown on the widget.Enter the maximum number of items to be shown on the widget.Agent names and metrics are displayed in ''Columns''. Note that ''first+last'' is a formula field.You can specify the ''order'' (i.e., 1, 2, 3) in which agents and their metrics are displayed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.''Statistic'' is the name of the [[#Statistics|statistic]] that will be shown on the widget.''Sort'' will sort the agents and agent statistics listed in the widget. Note that you may sort the list of agents to show how many agents are ahead of you to accept an interaction.In the Columns section of the widget settings, the ''Title'' field allows you to rename the statistic's title.In the Settings dialog window shown, notice the control options. These are used to select, sort, delete, and move items in and out of the widget's columns.
26pxNote the following:* When column headings are disabled, the ''Title'' column is hidden.* When multiple sort options are selected, they are evaluated in the order that columns are defined.The ''Sort'' settings of the Agent Grid widget can be modified so that agents can see if there are any other agents in front for them for receiving the next call. The Agent Grid widget will list the top 10 agents from all teams, which are sorted by status and metrics in the following order:* Idle time, descending* Wrap Up time, descending* Not Ready time, descending* Busy time descendingLogged-in agents who have this widget on their wallboards will see their names highlighted in the list. If there are no logged-in agents, the widget shows nothing and “No agents logged in."In the example shown, the Agent Grid's title has been changed to "Agents in Front of Me" and the widget shows the agents' first and last name, state, and the duration in state or idle time (i.e., the time since login or the last interaction).[[File:Agent-Grid-Ahead-316.png|450px|thumbnail|center|Ten agents from all teams are listed with their names, states, and duration in state]]For the Agent Grid widget, the following real-time statistics and user properties may be selected.''Active Item: Direction'' indicates whether the service for the interaction the agent is currently handling is inbound or outbound.''Active Item: Flagged'' indicates if the interaction the agent is currently handling is [[Agent-guide/HowtoFlagaChatSession|flagged]].''Active Item: Hold Duration'' displays the current amount of time a customer has spent on hold for the interaction the agent is currently handling.''Active Item: Media'' is the media type (e.g., voice, chat, email) of the interaction that the agent is currently handling.For supervisors, ''Active Item: Monitor Mode'' indicates what [[supervisor-guide/CallMonitoring,CoachingandBarge-in|monitor mode]] they are in.''Active Item: Party Name'' is the name of the customer from the interaction the agent is currently handling.''Active Item: Sentiment'' is the sentiment score of the interaction the agent is currently handling. The score indicates how negative or positive the current interaction is, based on sentiment analysis. A score value below -0.05 is considered negative and a value above 0.05 is considered positive. A value in between -0.05 and 0.05 is considered neutral.''Active Item: Service'' is the service of the interaction that the agent is currently handling.''Active Item: State'' is the agent's state in the interaction that the agent is currently handling.''Active Item: Talk Duration'' is the time an agent has spent talking on the current call (i.e., the time from the moment the call was answered minus any hold time). For chat sessions, this metric represents current chat session duration during which this chat session was shown to the agent (i.e., was selected in Active Communication List). If the agent is handling several chat sessions concurrently, only one selected session at a time is counted.''Extension'' is the agent's extension number.''First Name Last Name'' is the agent's first name followed by the last name.''Last Name First Name'' is the agent's last name followed by the first name.''Login duration'' is the total amount of time an agent has been logged in to their current Agent Desktop session.''Next Not Ready State'' indicates what an agent's next ''Not Ready'' state will be. For more information about agent state, see [[agent-guide/HowtoInterpretYourCurrentStateInformation|How to Interpret Your Current State Information]] in the Agent Guide.''Next State'' indicates what an agent's next state will be, e.g. ''Break'', ''Lunch'', etc.This statistic presents the reason for an agent not being ready to handle interactions.For more information on agent states and ''Not Ready'' reasons, see the Agent Guide, section [[agent-guide/HowtoInterpretYourCurrentStateInformation|How to Interpret Your Current State Information]].''State'' is the name of the agent state, such as ''Logged out'', ''Not Ready'', ''ACW'', ''Ready'', and ''Busy''.''State duration'' is the amount of time the agent has been in a current [[#State|state]].This field is the icon associated with the agent state, such as the icons for ''Logged out'', ''Not Ready'', ''ACW'', ''Ready'', and ''Busy''.''Team Name'' is the name of the agent's team.