Agent Statistics (Graphical Format)
You can view the statistics on the Agents widget in the graphical format (default) by using the Flip to Graphical View icon 
. In the graphical format, you can view the following charts by using the carousel icon
.
| Chart | Description |
|---|---|
| Agent states | Pie chart of the distribution of agents by state. You can view the number of agents in a given state by hovering over the pie that represents that state. If you do not want to view the statistic of a state in the chart, click that state below the chart. |
| Live connects | Line chart of the number of calls handled by agents for the last half hour (in increments of five minutes). This chart enables you to compare the volume of connected calls with the volume of agents who are logged on. |
| Agent state time | Bar chart of the distribution of total time (in minutes) spent by agents in the following states:
You can view the duration in each state by hovering over the chart. If you do not want to view the statistic of a state in the chart, click that state below the chart. |
Agent Statistics (Tabular Format)
You can view the statistics on the Agents widget in the tabular format by using the Flip to Table View icon
. In the tabular format, you can customize the table by using the Customize Columns icon 
.
For information about how to customize the table, see Customizing a Table 1.
The following table describes the columns that can be displayed on the Agents widget.
| Column | Description |
|---|---|
| Account | Account number associated with the call. |
| Agent Skill | Agent skill assigned to the call. |
| Agent Team | Agent team to which the agent belongs. |
| Calls (Inbound) | Number of inbound calls handled by the agent for the current day. |
| Calls (Outbound) | Number of outbound calls handled by the agent for the current day. |
| Call Center | Call center associated with the service in to which the agent is signed. This column does not appear at the call center and service levels. |
| Call Center ID | ID of the call center associated with the service in to which the agent is signed. This column does not appear at the call center and service levels. |
| Call Type | Type of call that the agent is handling (for example, direct, HCI, inbound, or outbound). |
| Customer Phone | Phone number dialed (for outbound) or the ANI (Automatic Number Identification) of the caller (for inbound). |
| Duration (in secs) | Duration for which the agent has been in the current state. |
| Logon ID | Logon ID of the agent. |
| Name | Name of the agent. |
| Reason Code | Reason that the agent is in the Not Ready state. |
| Service ID | ID of the service in to which the agent is signed. This column does not appear at the service level. |
| Service Name | Name of the service in to which the agent is signed. This column does not appear at the service level. |
| Session Id | ID of the current session |
| State | Current state of the agent, which can be one of the following:
|
| Team ID | ID of the agent team to which the agent belongs. |
Total Calls | Number of calls handled by the agent. |
| Total Not Ready Time | Duration that the agent spent in the Not Ready state. |
Total Ready Time | Duration that the agent spent in the Ready state. |
| Total Talk Time | Duration that the agent spent in the In Call state. |
| Total Wrap Time | Duration that the agent spent in the Wrapup state. |
