# Change the "Agent activity" status in a metrics report in the Contact Control Panel (CCP)
<a name="rtm-change-agent-activity-state"></a>

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.

![\[The dropdown list of availability statuses for the Agent activity column.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-change-agent-activity-state.png)


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.

![\[The dropdown list of availability statuses when an agent is on contact.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-change-agent-activity-state-incoming.png)


![\[The Next activity column update after another activity was selected.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/rtm-change-agent-activity-state-next-activity.png)


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](logging-using-cloudtrail.md) by looking at the PutUserStatus API logs.

## Required permissions to change an agent's activity status
<a name="rtm-change-agent-activity-state-permissions"></a>

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.

![\[The Agent status - View permission.\]](http://docs.aws.amazon.com/connect/latest/adminguide/images/security-profile-change-agent-status2.png)