Let’s explore the other side of agent status tracking in Suricata AI.
? As we mentioned two weeks ago, we continue to roll out improvements to the Suricata AI platform. This time, we’re focusing on agent status tracking. In Part I, we covered how to manage the available statuses and ticket assignment. Now, let’s take a look at the remaining features.
? Agent Status Report
The platform generates a real-time report that allows supervisors to monitor each agent’s current status and the total time spent in each status category.
To access it:
Go to Reports > Agent Status.
? The report displays:
✅ Agent name and date.
✅ Total time accumulated in each status: Online, Back Office, Away, Break, Bathroom, Training, Lunch, and Logged Out.
✅ Total time recorded for the day.
✅ Team totals.
? You can also apply the following filters:
✅ Date range (From / To).
✅ Export to CSV.
? Prerequisite: Enable Agent Permissions
Before an agent can view and use absence statuses, a supervisor or administrator must enable this permission manually. Without this permission, the status selector will not be available to the agent.
- To enable it, follow this path:
? Settings > Agents > Configuration Column > Agent Status
- How to Change an Agent’s Status
- In the main dashboard, click the Status Selector (upper-left corner).
- Select the status that corresponds to the type of absence.
- The system updates the status immediately.
- When the agent returns, select Online to resume automatic ticket assignment.
Operational Considerations
• Supervisors can monitor the status of all agents in real time through the report.
• The report helps identify absence patterns by agent, reason, and time of day.
• The minimum time recorded in Online status can serve as an indicator of actual productivity versus total logged-in time.
• It is recommended to establish a clear internal policy for the use of each status to ensure consistent and reliable reporting.
? If you’d like to learn more about Suricata AI, don’t hesitate to contact us.
Diego Cúneo
Director de Meerkat Media & PR LAB
Periodista y comunicador con una trayectoria de más de 30 años en medios de comunicación masiva de primer nivel. Especialista en Comunicación Corporativa, Relaciones Públicas e Institucionales, con amplia labor en grandes empresas.