Monitoring Live Agent Status¶

The Agent Status page shows live agent status, distribution, and schedule adherence for every agent in the selected instance. You can also step back to a previous day to see how that day went.

Before You Begin¶

An Amazon Connect instance must be selected in the Instance selector
Agents must exist in the selected instance

Limits and Constraints¶

The table shows 100 agents per page; use search, status chips, or Group Filters to narrow large populations rather than paging
Status chips appear only for statuses currently present in the population (for example, no Available chip when no one is Available)
The Out of adherence (today) column and Next (scheduled) show — for agents with no schedule data
The By routing profile breakdown appears only when at least one agent in view names a routing profile
The Adherence · Today summary appears only once at least one agent in scope has been measured
Filter dimensions depend on the grouping data configured for the instance — not every instance offers every dimension
The Adherence (today) panel and the Adherence chips appear on today's view only, and only once at least one agent has an adherence reading
Adherence filtering is applied across the whole roster rather than only the visible page
The Adherence % and % of day completed columns, and the sort options for them, appear on today's view only
Adherence % is blank for an agent the adherence data does not cover, and names the reason instead of a percentage where the agent's window scored nothing
% of day completed is blank when nothing is rostered for the agent, when the whole day is time off, or when the roster total needed to work it out is not in the response
Ordering by Agent, Adherence %, or % of day completed is applied across the whole roster rather than only the visible page
Agents with no figure sort to the bottom in both directions, so neither end of the table is filled with absences
The time zone, group filters, and chosen ordering are remembered per page, per instance, and per user; a link that names a time zone, filter, or sort wins over what was remembered
On a previous day the live columns (In status, Next (scheduled), and the contact count) and the Prev/Next pager are replaced by a day summary — the page does not refresh itself and the day arrives as a single response
Group Filters on a previous day use today's group membership; the historical endpoint cannot filter by group
Previous days are bounded by the 90-day agent-interval retention, and some instances cannot serve them at all

Step-by-Step Instructions¶

Reading the Status Summary¶

The top of the page shows the status mix, an adherence summary, and a By routing profile breakdown, separated by horizontal rules:

Current status — A status donut with the total agent count in the center and the caption Current status beneath it, beside a status table that fills the rest of the row. The table has the columns Status, Agents, and Share — one row per current status (for example Offline). Click a row to filter the table to that status.
Adherence · Today — Adherence across the same agents, full width: a headline percentage reading n% in adherence, the count of evaluated agents beneath it (for example 3 of 8 evaluated agents), a stacked bar, and a legend of In adherence, Out of adherence, and No data with the agent count for each. Click a legend entry to filter the table to those agents.
By routing profile — A breakdown of agents by routing profile, with a bar and agent count per profile.

Metric labels in the summary and in the agent table carry an information icon. Click it to open a popover with the metric's definition, a How it's calculated list, and, where applicable, the data Source it reads from.

Filtering and Sorting the Agent List¶

Use the status chips — All plus one chip per current status (for example Available, Offline) — to filter the table by current status.
Use the Adherence chips beside the status chips — Out of adherence, In adherence, or No adherence data — to filter by today's adherence reading. The two filters combine, so you can ask for agents who are Available and out of adherence. The selected chip carries an ✕ — click it, click the chip body again, or click Clear all, to drop it.
In the Filters panel, click + Filter under Group Filters to filter by other dimensions:
Choose a dimension, for example LOB, Team (hierarchy), Region, Team (tag), or Routing Profile. The dimensions offered depend on the instance's grouping data. A dimension whose values have not arrived yet shows Loading filters…, one the instance reports no values for opens to No values, and an instance with no grouping data at all shows No filters available.
Select one or more values from the submenu. Values are populated from the selected instance (for example, its routing profiles), and each value shows how many agents match it when the instance reports counts (for example L1_KY (13)).
Selected values appear as chips below + Filter, labelled dimension: value (for example Region: East). Each chip has an ✕ remove button for that one value; Clear Filters at the top of the Filters panel resets them all.
In the search box, enter an agent name or ID to search the list.
In the Filters panel's Sort dropdown, choose Name, Status, Time in status, Adherence %, or % of day completed. Time in status, Adherence %, and % of day completed are offered on today's view only.
Below the dropdown, click Ascending or Descending to set the direction. A line beneath the buttons says what ascending means for the column you chose — Ascending is A to Z., longest first, lowest first, or least completed first. Choosing a new column starts it ascending again.
You can also sort from the table: Agent, Status, In status, Adherence %, and % of day completed are buttons in their column headings. Click one to order by it, and click the column already in effect to flip the direction. The heading carries ▲ or ▼ to show which is which. The dropdown and the headings drive the same setting, so they always agree.

Reading the Agent Table¶

The table shows 100 agents per page — use the Prev and Next controls below the table to move between pages. Each row has these columns:

Column	What it shows
Agent	The agent's display name and username. Click the name to open the agent's Agent 360 profile.
Status	The agent's current status badge (for example Available, Offline). A contact count badge appears next to the status when the agent has contacts in progress (for example 1 contact, 2 contacts).
In status	How long the agent has been in their current status.
Next (scheduled)	The agent's next scheduled activity and when it starts (for example Break · in 26m). Shows — when no schedule data exists. The column heading carries an information icon that opens the metric's definition.
Out of adherence (today)	A miniature bar of the agent's day with the total time out of adherence (for example 2h 16m out). Red segments mark time out of adherence. The column heading carries an information icon that opens the metric's definition.
Adherence %	The agent's adherence for today. Where nothing was scored, the cell names the reason instead of a percentage — Not scheduled, Time off, Not started, or Not tracked — and hovering the label explains it. These are the same labels the Team Scorecard ribbon uses, so one agent-day reads the same on both pages. Shows — for an agent the adherence data does not cover.
% of day completed	How much of the agent's rostered day has already elapsed, as a percentage. Shows — when nothing is rostered, when the whole day is time off, or when the figure cannot be worked out.

Opening an Agent's Profile or Scorecard¶

Click the agent's name to open their Agent 360 profile. See Viewing an Agent's Profile (Agent 360).
To open a scorecard instead, open the Agent Scorecard page and search for the agent. See Reviewing Agent Scorecards.

Agent names are clickable on a previous day as well as today: the day summary's per-agent table opens the same Agent 360 profile, including for an agent whose row records no activity.

The following messages may appear when the profile can't be opened:

Message	What it means
This agent has no identifier yet, so their profile cannot be opened. Try refreshing the page.	The row reached the page without an agent identifier.
The Connect instance is still loading. Try again in a moment.	The instance selection had not finished loading when you clicked. Wait a moment and click again.

Exporting Agent Status¶

In the page header:

Click Export CSV to download the agent table. On today's view the file holds every agent under the current filters, search, and sort — the whole roster, not only the 100 agents on screen. On a previous day it holds the day summary's per-agent table.
Click Export PDF to download the page as a PDF. The first page lists the day, the agent population, and the active filters, search, and sort.

See Exporting Workforce Management Data.