Team Pulse dashboard

Last Update: Nov 2024 • Est. Read Time: 4 MIN
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Leads and Administrators often need to monitor and follow up with agents to ensure they work efficiently. With the Team Pulse dashboard, you can see what agents are working on in real time and quickly jump to the customers and searches that agents are viewing instead of relying on manual searches. 

You can also use Team Pulse to understand the current state of your queues and manually move eligible agents from a less busy queue to one with a large inbound volume, resulting in a lower wait time for your customers. 

Who can access this feature?
User typesAdmins can access the Team Pulse dashboard. You can access the Team Pulse dashboard once you configure Routing.


In this article:

Allow real-time functionality

If you are using the Team Pulse dashboard, we recommend your administrator grant network access to the following domains to ensure you receive all real-time updates:

  • .pndsn.com
  • .pubnubapi.com
  • .pubnub.com

You can access the dashboard by going to Team Pulse in the navigation bar.

Real-time view of agents

The Agents tab provides real-time information on user statuses, assigned work, their current capacity, and current queue assignment. 

The dashboard has the following columns:

  • Status shows the agent's current status and how long they have been in that status. The counter resets every time the agent changes their status from the status bar.

    Note: You can change an agent's status from the drop-down menu if they are not Offline.

  • Agent shows their profile picture, name, and email address.

  • Activity shows what the agent is currently working on. For more information, see The Activity column.

  • Marked done shows the total number of conversations that were marked done in a work session. A work session begins when an agent changes their status from Offline and ends when they go back Offline.

    Note: Switching between statuses, such as going from available to busy to back to available, does not end a work session.

  • Team is the team on which the agent is actively working. If an agent is a member of multiple teams, you can switch between them by selecting it from the drop-down menu.
  • Queues shows the queues that are assigned to the teams.

  • Capacity displays the number of conversations assigned to the user compared to their maximum capacity. It also shows the percentage of an agent's capacity that is currently full. These values correspond to the team currently selected in the Team column.

The Activity column

The Activity column shows whether your user is currently viewing a conversation, customer, saved search, task, or report. 

You can click on any items currently being viewed to open it within Kustomer.

The column also shows the number of open and snoozed conversations or tasks currently assigned to the user. Click on any item listed here to open it directly in the customer's timeline.

Real-time view of queues and skills

The Queues tab provides real-time information on the current state of your queues, the conversations or tasks within them, and how many agents associated with each queue are available to receive additional items.

The Skills tab shows the current state of conversations that were routed based on skills associated with them. To populate this table, select the queue you want to view from the drop-down menu. You will see a list of skills assigned to that queue.

Note: Wait times may be higher for required skills.

The Queues and Skills tabs have the following columns:

  • Queue is the name of the queue or skill.

  • Average Wait is the average of all wait times for conversations or tasks that have been queued within the entire previous and current hours. For example, if it's 4:30pm the set will include all conversations or tasks that were queued between 3:00pm and 4:30pm.

  • Latest Wait is the wait time of the last conversation or task routed to an agent.

  • Agent Availability is how many agents are available on the assigned teams.

  • In Queue is the count of conversations or tasks currently in a queued state and awaiting user availability for routing.

    Note: For organizations with Note routing available, these items will fall under the `Other` category in the tooltip displays when you hover over this metric.

  • Capacity is a roll-up of the capacity of the available agents assigned to the team for this queue. This progress bar’s color will change from green to red when the total roll-up of capacity for all available agents in that queue reaches 80%. 

Transfer agents to another team

When viewing a queue's capacity, you can instantly transfer available agents to another team that needs additional support. To do so, select Transfer Agentsand select the team you want to rebalance from the drop-down menu to see the current status of each team assigned to the queue.

Next, select the individual agent(s) you want to move to that team and select Transfer. Once you move the selected agent (s) to the team, you will see a confirmation window that compares the queue and the team's current capacity to the new capacity.

Select Confirm Transfer to move the agents you selected to the team.

Filter the dashboard

You can filter on your dashboard by selecting Edit Filterlocated directly above the upper-left corner of the dashboard. You can select your filter criteria in the box that opens. 

The following options are available:

  • Agents allows you to filter on specific agents in your organization. You can multi-select agents by typing their names in the box or selecting them from the available list.

  • Activity allows you to filter based on an agent's status.

  • Team (Any Users) allows you to filter by a specific team in your organization. The results will include all members of this team, regardless of their current online status.

  • Team (Current Routing Team) will display results for all users currently in a routing state for the selected team.

Once you have selected your criteria, select Apply Filters.

Tip: The page URL will update when you apply a filter. If you frequently apply the same filters while viewing Team Pulse, you can bookmark this URL to navigate to it quickly.

If you frequently apply a set of filter criteria, you can save it for easy access. Instead of selecting Apply Filters, select the arrow and then select Apply & Save Filters from the drop-down menu.

You'll be prompted to name this view, and once saved, it will appear in the Saved Filters drop-down menu in the filter component.

You can edit a saved filter by selecting it from the drop-down menu and then selecting Edit Filter.

Here, you can edit the existing criteria and save it as the same filter or create an entirely new saved filter by selecting Save Filter As.

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