Viewing real-time agent information

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Admins can view real-time agent information (also known as the My Agents page) like their contact center availability status of and opt-in/out status. Supervisors of a queue can only view real-time information on agents in the same queue. You can use either the Zoom web portal or desktop client to view real-time agent information. Both methods have access to the same information.

You can also control if agents can opt out.

This article covers:

Prerequisites for viewing real-time agent information

  • Pro, Business, or Education account
  • Zoom Contact Center license
  • Account owner or admin privileges
  • For viewing agent information in the desktop client: Zoom desktop client for Windows or macOS, 5.11.11 or higher 

How to view real-time agent information using the desktop client

  1. Sign in to the Zoom desktop client.
  2. Click the Contact Center tab.
  3. In the left-side navigation menu, click Teams.
  4. (Optional) Use the filters at the top of the page to filter by agent, status, or queue. You can also sort the table by clicking on the Name, Status, or Status Duration column.

How to view real-time agent information using the web portal

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Analytics & Reports.
  3. In the Real-time Analytics section, click My Agents.
  4. (Optional) Use the filters at the top of the page to filter by agent, status, or queue. You can also sort the table by clicking on the Name, Status, or Status Duration column.

Real-time agent information

You will see the following real-time agent information:

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