09/06/18 20:31 PM  

Pulse - Monitor agent states | RingCentral Contact Center

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SummaryPulse for Contact Center, supervisors and managers may get notifications anytime anywhere. Pulse is a perfect supplement to existing Contact Center reporting and monitoring capabilities.

Pulse - Monitor agent states

If you have to monitor Agent State using Agent List Widget in Contact Center Central you may find useful the “Agents Snapshot Alert” that provides information on the current Agent state and length of time the Agent is in the state.

The Agent List widget shows a list of active, configured Agents (based on filter settings) that are currently connected to the Agent application.

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To create an Alert based on the same attributes and metrics you may specify conditions in Pulse editor based on these data elements.
Go to Pulse - Create New Alert | RingCentral Contact Center for more information on creating Alerts.

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You may specify an Alert Interval of 30 seconds on the “How often” tab to get information on an outlier as soon as possible. Since an Agent may stay in the undesired state longer than one Alert interval length of 30 seconds and you don’t want to get repetitive notifications on the same outlier more than once, it is recommended to select “Notify me every time the Alert on the Agent is met for the first time” option and check off the “Send notification when performance is restored” option to get notification when an Agent returned to the expected routine. When Alert conditions are met you will get notification in Glip.

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When an Agent becomes “Available” you will get a notification:

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To view other Pulse topics, go to: Pulse - Overview | RingCentral Contact Center.

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