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No Agents on the Realtime Page

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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, Skill Groups, Tags, and Roles article.

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, Skill Groups, Tags, and Roles article.

Step 4: Contact support

If the issue persists, please submit a support ticket.

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