The ACD Server and Agents can be monitored in near real-time in the Administrative console. Only users in the Administrators group can view the ACD monitoring. There are three types of statistics available for monitoring: Agent, Call, and Queue Statistics.
To access the statistics pages, click on the Features menu, select ACD Call Center, and then click on the server name hyperlink. On the lefthand side of the page there will be links to the three statistics pages.
The Agent Statistics page (as seen in the following screenshot) is meant to give the administrator a quick view of agent status. The Total Time column displays the time elapsed since the last change in the status of the agent. Busy status signifies that agent is processing a call. Agents available to handle new calls have idle status.
This page will refresh automatically. You can switch automatic refreshing off by clearing the Refresh checkbox. You can also modify the refresh interval...