What does the Agents tab show?

What does the Agents tab show?

• A. Queue-wide performance trends.
• B. Metrics related to agents who are a member of the queue, updating automatically.
• C. Interaction history for the queue.
• D. Configuration options for the queue.

Answer: (B)

Real-time visibility into individual agents who are members of a queue. The Agents tab shows metrics tied to each agent in that queue and updates automatically as agents log in, change status, or handle interactions. You’ll typically see each agent’s current state (Available, On Call, After Call Work, etc.), how long they’ve been in that state, and related workload indicators. This focuses on per-agent information within that queue, rather than overall queue trends, historical interaction data, or configuration options. So the Agents tab is about metrics related to agents who belong to the queue and updating automatically.

Real-time visibility into individual agents who are members of a queue. The Agents tab shows metrics tied to each agent in that queue and updates automatically as agents log in, change status, or handle interactions. You’ll typically see each agent’s current state (Available, On Call, After Call Work, etc.), how long they’ve been in that state, and related workload indicators. This focuses on per-agent information within that queue, rather than overall queue trends, historical interaction data, or configuration options. So the Agents tab is about metrics related to agents who belong to the queue and updating automatically.