The CSR monitor gives managers a detailed view of the current workload of their Customer Service Representatives (CSRs). Pega Customer Service calculates the occupancy percentage of a CSR based on their maximum concurrent conversations and the current active conversation that they are handling.
The CSR monitor displays the details for each CSR, as shown in the following table:
|Occupancy percentage of the CSR with a color-coded indicator.
|The name of the CSR.
|The availability of the CSR - Available, Unavailable, or Offline.
|The number of queues that the CSR can join, based on their skills.
|The number of queues that the CSR has currently joined.
|The maximum concurrency rate of the CSR, which is the total number of active conversations that the CSR can join at any given time.