Real time reporting on Chat presence states

[Sarah Barnes]

Hi SNC 

We want to be able to create a real time dashboard which shows what state an Agent is in, in real time in relation to Chat 

In reality we would want it is as list view that would have Name, State Time in State. 

HOwever if anyone has done anything that show Presence states in real time then please can you share as I am driving myself crazy trying to look for something, 

thanks

[Marcos Kassak]

Hi @Sarah Barnes,

You can have a look at Advanced Work Assignment > Management > Agent Presence & Capacity:

The fields as shown are Agent, State, Available for Chat, Channel, and Chat Capacity for reporting. If you also navigate to the Operations Dashboard module, you'll notice that this report already exists:

If you found my answer helpful or correct in any way, please don't forget to mark it to help future readers! 👍

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Kind regards,

Marcos Kassak
Solution Consultant  🎯

[Sarah Barnes]

Hi @Marcos Kassak 

We have already looked at the AWA Presence & Capacity,  however it doesn't really give us what we need - if we use the List view of agents that show the states  - that doesn't update real time (like the single score) - which is what is needed, nor does it show how long the Agent that has been in that state, which what that customer needs. 

I find it strange that there isn't any where we can see how long the agent has been in a particular state that updates, even if it is every 10 - 15 seconds. 

I will look at the Operations dashboard and see if there is anything we can use within CSM/FSM Configurable Workspace. 

If you have any other ideas, we would welcome them 🙂 

Thanks Sarah

[Marcos Kassak]

Hi Sarah,

I see what you mean now, it makes sense. At first, I would set up a few metric definitions for the Presence state field... It won't be real-time but you'll have a report mentioning how much time agents have been in that particular state, as for the real-time reporting, I'll still investigate how we can approach this.

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/use/reporting/task/create-...

[Sarah Barnes]

Thanks @Marcos Kassak Would appreciate that - and thank you re the Operations Dashboard Module which is now AWA dashboard and I have also found the Virtual Agent Dashboard - which has lots of great reports in. Unfortunately none have in the duration in state in real time ticking upwards in it 😞

In the meantime if we manage it - I will let you know too in this thread