Issue

Group managers can't see their agents on the Predictive Realtime Stats page.

Solution

To resolve this issue, you can try the steps below:

Step 1: Check if all agents have clocked in

You can check it right on the Realtime page or on the Users page.

• Click Show hidden items at the bottom of Agent List:

  

  For more information, please refer to the Predictive Realtime Stats article.

• Go to the Users Management page and check in the Username column if the user is active and clocked in. Such users have blue indicators next to their names:

  

  For more information, please refer to the article on user management.

Step 2: Check user groups

You must ensure managers belong to the same skill groups as their agents.

For more information, please refer to the User Groups section.

Step 3: Check user desks

Managers should be assigned to the same desk as their agents.

For more information on user desks, please refer to the User Groups section.

Step 4: Contact support

If the issue persists, please submit a support ticket.