Sometimes group managers can't see their agents on the Predictive Realtime Stats page. 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:
All agents with offline status haven't clocked in:
For more information, please refer to the Predictive Realtime Stats article.
- Go to the Users page and check in the State column if the user is active and clocked in:
For more information, please refer to the User Management article.
Step 2: Check user groups
You need to make sure that managers belong to the same skill groups as their agents.
For more information, please refer to the User Groups section.
Step 3: Check user tags
Managers should be assigned the same tag as their agents.
For more information on user tags, please refer to the User Groups section.
Step 4: Contact support
If the issue persists, please submit a support ticket.