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Change the "Agent activity" status in a metrics report in the Contact Control Panel (CCP) - Amazon Connect Customer
Required permissions to change an agent's activity status

Change the "Agent activity" status in a metrics report in the Contact Control Panel (CCP)

Agents manually set their status in the Contact Control Panel (CCP). However, on the real-time metrics report and analytics dashboard, managers can manually change the Agent Activity status of an agent. This overrides what the agent has set in the CCP.

The value that's displayed in the Agent Activity column can be either:

  • The agent's availability status, such as Offline, Available, or Break.

  • The contact state, such as Incoming or On contact.

When you choose the Agent Activity column, you can select and change an agent's availability status, such as Offline, Available, or Break. The following image shows an example where the Available and Offline statuses, along with some custom statuses, are in the dropdown list of the Activity column. Once the new status is selected, it will be reflected within the Activity column itself after the update has finished.

The dropdown list of availability statuses for the Agent activity column.

This change also appears in the agent event stream.

When a contact state is displayed in the Agent Activity column, such as Incoming or On contact, you can change it to any other availability status and this will be displayed in the Next activity column once the update has finished.

The dropdown list of availability statuses when an agent is on contact.
The Next activity column update after another activity was selected.

When a manager changes an agent's activity status from Missed contact state to an availability status in the analytics pages, the system behavior differs for single or multiple contact states:

  • Single-contact state scenario: If the agent has only Missed contact states across all channels, the system clears the Missed status and immediately applies the new availability status.

  • Multi-contact state scenario: If the agent is currently On Contact/Incoming on any channel while having Missed contacts on other channels, the system populates the Next activity column when the manager selects any status except Available.

Note

The real-time metrics report and analytics dashboards do not display who changed the agent's status. This is available via AWS CloudTrail by looking at the PutUserStatus API logs.

Required permissions to change an agent's activity status

For someone such as a manager to be able to change an agent's activity status on the analytics pages, they need to be assigned a security profile that has the following permission:

  • View - Agent Status

The Agent status - View permission is shown in the following image of the Users and permissions section of the security profile page.

The Agent status - View permission.