Track and analyze agent's performance

  • Release version: Australia
  • Updated June 4, 2026
  • 1 minute to read

    • View your agent's profile and summary information in Agent 360 and review their performance​.

    Before you begin

    Role required: sn_wfo_cfg_ws.manager

    About this task

    You can drill down into the data for a specific agent and view the following details.
    • Real-time information of ongoing cases, interactions, and other tasks​.
    • Upcoming time off.
    • Assigned training tasks.
    • Skill set, schedule, and profile.

    Procedure

    1. Navigate to Workspaces > Manager Workspace > Channels.
    2. To view information about the agent and their work, select the All Agents tab.
      Field Description
      Agent Agent name. Select the agent's name to view the agent's profile summary in Agent 360.
      Service Channel Service channel name.
      Total Capacity Number of items automatically assigned to agents (pending overrides).
      • Chat: The default is 4.
      • Incident: The default is 2.
      Capacity in use The number of on-going work items.
      Utilization Condition that determines what constitutes an active item that counts toward agent workload/capacity in percentage.
      Assignment Group Group to which the work item is assigned.
    3. Select an agent to view real-time reports.
      You can also view agent presence history such as how often they were active or were on breaks on a given day.