There may be times where you need to see how long an agent has been in their current status, or they did not log off correctly and are having issues logging in the next time. For both of these situations, you will come to the come to the Active Agents prebuilt report in Contact Center. Follow the below steps.
1. Log into the Contact Center here: https://na1.nice-incontact.com/login/#/
2. Click on the waffle in the upper left corner of the page, then click on the reporting tab.
3. The page should automatically open to the 'Prebuilt Reports' tab, where you will find the Active Agents report at the top of the list. Click on it.
4. The Active Agents report will open up, where you can see all of the agents connected to the system, their current status, duration in that status, and be given the option to force disconnect them if need be. If you can see someone has been in the same status (particularly a 'refused' status) for a very long time, there is a good chance they forgot to log off correctly at the end of their previous shift, and you may need to force disconnect them.