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With the Agent Availability dashboard,
see information about agents logging in and logging out of the agent adapter, including the log out
reason.
Use the dashboard
To use the dashboard, follow these steps:
In the CCAI Platform portal, click Dashboard > Advanced
Reporting. If you don't see the Dashboard menu, expand the window
horizontally until the Dashboard menu appears. The Advanced Reporting
Landing Page appears.
Click Agent Availability. The dashboard appears.
Click the Date field to select a date range, and then do one of the
following:
Select a preset data range. To do this follow these steps:
Click expand_moreMore to
view all of the preset date ranges.
Click the date range that you want.
Select a custom range. To do this, follow these steps:
Click Custom.
In the Custom field, enter a start and end date for your date
range. You can type your date range or click Open calendar to select start and end dates.
Filter your results using the following fields:
Agent Name, Agent ID, Custom Agent ID, Agent Email:
by the agent
Location: by geographic location
Team Name: by team name
In the Time Format field, set the time format.
Click Update.
Tile
This dashboard contains the following metrics tile:
Logged In Time: the total time that an agent have been
logged into the Agent Adapter
Tables
This dashboard contains the following metrics tables. Hold the pointer over a
table heading to see its description.
Logged In Time Summary: a summary of the time that agents have been
logged into the Agent Adapter.
Agent Logged in Detailed: each instance where agents have been logged in
or out of the Agent Adapter.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-29 UTC."],[[["\u003cp\u003eThe Agent Availability dashboard provides insights into agent login and logout activity, including logout reasons.\u003c/p\u003e\n"],["\u003cp\u003eAccess the dashboard via the CCAI Platform portal by navigating to Dashboard > Advanced Reporting and selecting Agent Availability.\u003c/p\u003e\n"],["\u003cp\u003eUsers can filter data within the dashboard by agent details (name, ID, email), location, and team name, as well as select date ranges.\u003c/p\u003e\n"],["\u003cp\u003eThe dashboard includes metrics tiles like "Logged In Time" and tables like "Logged In Time Summary" and "Agent Logged in Detailed" to show agent activity.\u003c/p\u003e\n"],["\u003cp\u003ePre-GA features, such as this dashboard, are subject to the "Pre-GA Offerings Terms" and are available "as is" with potential limited support.\u003c/p\u003e\n"]]],[],null,["# Agent availability dashboard\n\nWith the **Agent Availability** dashboard,\n\n\nsee information about agents logging in and logging out of the agent adapter, including the log out\nreason.\n\nUse the dashboard\n-----------------\n\nTo use the dashboard, follow these steps:\n\n1. In the CCAI Platform portal, click **Dashboard \\\u003e Advanced\n Reporting** . If you don't see the **Dashboard** menu, expand the window\n horizontally until the **Dashboard** menu appears. The **Advanced Reporting\n Landing Page** appears.\n\n2. Click **Agent Availability**. The dashboard appears.\n\n3. Click the **Date** field to select a date range, and then do one of the\n following:\n\n - Select a preset data range. To do this follow these steps:\n\n 1. Click expand_more **More** to\n view all of the preset date ranges.\n\n 2. Click the date range that you want.\n\n - Select a custom range. To do this, follow these steps:\n\n 1. Click **Custom**.\n\n 2. In the **Custom** field, enter a start and end date for your date\n range. You can type your date range or click **Open calendar** to select start and end dates.\n\n | **Note:** The maximum date range that you can specify is 45 days. If you specify a date range of more than 45 days, the dashboard returns an error.\n4. Filter your results using the following fields:\n\n - **Agent Name** , **Agent ID** , **Custom Agent ID** , **Agent Email**:\n by the agent\n\n - **Location**: by geographic location\n\n - **Team Name**: by team name\n\n5. In the **Time Format** field, set the time format.\n\n6. Click **Update**.\n\nTile\n----\n\nThis dashboard contains the following metrics tile:\n\n- **Logged In Time**: the total time that an agent have been logged into the Agent Adapter\n\nTables\n------\n\nThis dashboard contains the following metrics tables. Hold the pointer over a\ntable heading to see its description.\n\n- **Logged In Time Summary**: a summary of the time that agents have been\n logged into the Agent Adapter.\n\n- **Agent Logged in Detailed**: each instance where agents have been logged in\n or out of the Agent Adapter."]]
Open calendar to select start and end dates.
Update.