View agent dashboard

To view available agents and queues in a single panel, 8x8 Contact Center agents can access the agent dashboard. To access the agent dashboard, click Show dashboard from the top of the Control Panel.

Let's say agent Robin is wrapping up an interaction and wants to take a break. To ensure that there are sufficient agents available to handle the queued interactions while on break, Robin can access the agent dashboard to view agents and queues in a single panel. Based on the information available in the dashboard, Robin can plan her break accordingly.

The dashboard displays the following:

Queues: lists the queues and their status.
Groups: lists contact center colleagues and their status.

The relative heights of the sections can be adjusted by clicking and dragging the divider bar between the sections up or down.

Queue information panel

The queue information follows the same general format as My Assigned Queues and displays:

The communication channel icon (phone, email, chat, SMS, WhatsApp, etc.)
The queue name
Number of busy (in progress) interactions
Number of queueing interactions
The queue time of the longest-waiting interaction that is still waiting to be accepted.

Click on a queue to select/deselect it as a favorite, or launch monitoring for this queue (if you are a supervisor).

Filter queues

The filters that are available in My assigned queues are also available in the queue information panel. Click next to Queues to search for a specific queue. You can also use filters to refine your search. Clicking the Filter icon opens the filters panel. From the list of filters, you can search for a specific filter or select to:

Toggle on Show only favourite queues if you only wish to view your favorite queues display in the list. By default, the option is toggled off.
Filter queues by:
- QueueA queue is an ordered collection of interactions waiting to be served by agents qualified to respond to these interactions. In addition to enabling the call center administrator to customize how incoming interactions are prioritized and routed, queues also ensure that interactions are never lost or discarded. relationship:
  - Supervised: Select to view the queues you are a supervisor for.
  - AgentAgents use the Agent Console to view and manage customer interactions. Virtual Contact Center supports Regular agents and Supervisor agents.: Select to view the queues you are an agent for.
- Queue status:
  - Enabled: Select to view the queues you are a member of, and enabled to serve.
  - Disabled: Select to view the queues you are a member of, but disabled from serving.
- Media: Select a media type, such as Inbound Phone, Outbound Phone, Chat, Email, and Voicemail queues.
  Note: If you are disabled from serving a queue, you can still view the status of that queue, but the queue appears grayed out in the directory.

The number of selected filters displays on the Filter icon and next to the name of the filter group.

Click Clear filters to remove all selected filters.

To close the filters options and view the results, click anywhere outside the filter list.

Groups information panel

Groups are listed at the bottom section of the dashboard. This section contains information about your contact center colleagues such as:

The system default avatar
The colleague’s name
Their current status
Their time in status

The contacts list responds to a mouse hover event with a consistent experience to that in contact directory. Hovering over a contact will allow you to:

Start a chat with the user.
Start a call with the user (depending on their status).
Select/deselect them as a favorite.

Filter contacts

From the Groups section, you can click to search for contacts. Clicking the Filter icon opens the filters panel. From the filters panel, you can search for a specific filter or select the relevant filters from the list.

From the Filter panel, you can:

Toggle on Show only favourite agents if you only wish to see your favorite agents displayed in the groups list. By default, the option is toggled off.
Filter by:
- User status: Select one or more statuses such as Available, Busy, Offline, On Break, Working Offline, and Wrap Up.
- GroupA group is a collection of agents created for management or reporting purposes. Groups can be functional (for example, Technical Support) or organizational (for example Supervisor Mary’s Team). Each agent can be assigned to only one group, and cannot view or access information about other groups or group members.: Select one or more groups that an agent is affiliated with.