Agent Details
The Agent Details popup is a quick, read-only card for any agent. It shows who they are, their current status, how many chats they're handling, their contact details, and — where you have permission — quick actions to manage them.
Viewing Agent Details
Open the card by clicking an agent's avatar wherever it appears, such as in a chat transcript. The card refreshes on its own as the agent's status changes.
Open an agent's details
See an agent's identity and current status at a glance.
Steps:
- Click an agent's avatar.
Result: A popup opens showing the agent's name, role and business unit, current status, and how many chats they're handling.
| Section | What it shows |
|---|---|
| Status | Current availability (for example Busy, At capacity, or Out of office with a return time) and the number of active chats. |
| About | The agent's short self-description, if they've added one. |
| Contact | Land line and mobile numbers (click to call) and the agent's time zone with their current local time. |
| Native app | The agent's mobile-app status, working hours, and push-notification preference, if they use the app. |
Act on an agent
Take quick actions on the agent without leaving the popup.
Note
The available buttons depend on your permissions and the agent's current state — for example, Manage appears only if you can edit agents.
Steps:
- Click Manage to open the full Manage Agent window.
- Click Mark Busy / Mark Free to toggle the agent's availability.
- Click Log off to sign the agent out.