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:
For more information, please refer to the Predictive Realtime Stats article.
Go to the Users Management page and check in the Username column if the user is active and clocked in. Such users have blue indicators next to their names:
For more information, please refer to the User Management article.
Step 2: Check user groups
You must ensure managers belong to the same skill groups as their agents.
For more information, please refer to the User Groups section.
Step 3: Check user desks
Managers should be assigned to the same desk as their agents.
For more information on user desks, please refer to the User Groups section.
Step 4: Contact support
If the issue persists, please submit a support ticket.