Manage agents
With 8x8 Supervisor Workspace, you can view metrics for each monitored agent in the Agent summary window. They include:
- The elapsed time of an interaction that is in progress
- The type of interaction being handled by an agent
- The number of interactions accepted by an agent
- The number of interactions rejected by an agent
- The average handle time for interactions handled by an agent
- The agent's evaluation score indicating how well an agent performed during an interaction
As a supervisor, you export the Agent summary table as a PNG file by clicking 
from the Agent summary table. You also have access to additional features, such as adding an agent as a favorite. To learn more, see our content on agent summary features.
The following table lists and describes the data displayed:
| Field | Description |
|---|---|
| Agent (status) | Lists the agent's name and their current status. |
| Time on status | Lists the duration of the agent's current status. |
| Interactions in progress | Lists the length of time spent by an agent on an active interaction. |
| Accepted | The number of interactions processed by an agent. |
| Rejected | The number of interactions not processed by an agent. |
| Avg. handling | Lists the average handle time for interactions processed by an agent. |
| Evaluation score | Lists an agent's average evaluation score. |
Adding an agent as a favorite
As a supervisor, you can closely monitor certain agents by selecting them as favorites These agents will always appear at the top of the Agent summary list.
To select an agent as a favorite:
- Locate the agent from the Agent summary window.
- Click Toggle Favourite next to the agent you would like to include in your favorites. The favorite icon changes from
to 
.
Note: To remove an agent as a favorite, click Toggle Favourite again.
Agent summary features
Supervisors have access to additional features in the Agent summary window.
- Search agents: Enter an agent's name in the search field to display metrics relevant to that agent
- Export: Select to export the agent summary table as a PNG file
- Expand: Select
to maximize the agent summary window - Collapse: Select
to minimize the agent summary window - Pop out: Select
to view the agent summary in a new window - Show more: Select
to display an additional menu to either hide or show totals for agent metrics
Manage agents in a queue
From the Agent summary window, you can manage all agents assigned to you by clicking Manage all agents. From the Manage agents in all queues window, you can:
- Search for a queue or agent
- Enable an agent to handle interactions
- Disable an agent from handling interactions
- View queue assignments for agents
- View the number of agents assigned to each queue
To enable an agent for a queue:
- Locate the agent from the Manage agents in all queues window.
-
Enable the toggle for the desired queue. Select Enable all to enable all assigned agents to a queue.
- Click Save.
To disable an agent from a queue:
- Locate the agent from the Manage agents in all queues window.
-
Disable the toggle for the assigned queue. Select Disable all to disable all assigned agents from a queue.
- Click Save.
View queues assigned to an agent
As a supervisor, you can view the number of queues assigned to an agent. From the Agent summary window, select the agent's name to display the list of queues assigned to them.
In this example, we selected Eli Oliveira. The Queue summary window lists the number of queues assigned to that agent, along with other queue-related metrics.
Click Manage [Agent name] to view a detailed list of all queues configured for the agent. In this example, we clicked Manage Eli Oliveira. The windows displays the following:
- A list of queues
- The agent's queue assignment
- The total number of agents assigned to the same queues
Click Cancel or X to close the window.
