A timeline shows a summary of the states an agent has been in during the timeframe of the widget. Each summary state appears in its own row, each row consisting of colored blocks representing states.
You can see all agents' timelines in a dashboard you own. In a dashboard you don't own, you may be able to see all agents' timelines or only your own depending on the dashboard's settings. For information about dashboard's settings, see How do I configure default settings for a Real-time Analytics dashboard? in Using Real-time Analytics.
You can see timelines for the agent's previous and ongoing summary states. The block representing the agent's ongoing state is colored in a gradient, starting with a solid color on the left and becoming transparent on the right. The block representing the first state the agent was in during the timeframe is colored in a gradient, starting as transparent on the left and a solid color on the right.
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The data in this table indicates that the agent was busy handling interactions for 28 4 minutes and 44 12 seconds which was 48% 7% of the timeframe. They also spent 14 33 minutes and 28 36 seconds (24%56%) ready but not handling interactions. Data for the other summary states is also available.
All the agent's summary states are reported from the beginning of the timeframe to the end. Click the headers of the table to change the sorting of the columns. If enabled for your account, to download the data in the table in CSV format, click the download icon in the top-right corner of the table. For information about turning the export of agent summary state data on and off, see Dashboards - users can download widget data in Controlling features for your account.