No Agents on the Realtime Page

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.