Agent Activity Monitor

Monitoring Window

Define timezone, work schedule, and holidays so alerts are only evaluated during valid working periods.

Timezone All checks and report times are calculated in this timezone. Workday start Start time for monitoring on working days. Workday end End time for monitoring. Must be later than start.

Working Days

Monitoring and notifications run only on selected days.

Holiday Source

Holidays mode Use manual dates or automatically read holidays from Bitrix calendar. Manual holidays (YYYY-MM-DD) Comma-separated dates. Used only when Manual mode is selected.

Thresholds and Activity Rules

Set inactivity and missed-call limits, then choose what events reset idle tracking.

Idle threshold (minutes) Trigger idle incident if no tracked activity for this duration. Missed calls threshold Maximum missed inbound calls before incident is raised. Missed calls window (workdays) How many working days to include in missed-call counting.

Activity Signals that Reset Idle Timer

Alert Behavior

Control immediate alerts, repeat strategy, and scheduled report delivery windows.

Instant Alerts

Repeat interval (minutes) Delay between repeats when repeat mode is enabled. Repeat limit Maximum repeat attempts per open incident.

Scheduled Reports

Add one or more daily times for sending a summary report.

Monitored Agents

Choose users whose activity and missed calls should be monitored.

External users are excluded automatically.

App Access

Portal administrators always have access. Add extra users who are allowed to open this app.

Use this list for non-admin users who should be able to open the application.

Recipients and Notification Channels

Select who receives alerts/reports and through which delivery channels.

At least one recipient is required when any channel is enabled.

Notification Channels

Current Day Status

Live activity summary for monitored agents within the current workday.

Monitored agents

Idle breaches

Missed-call breaches

Missed calls today

Last check: -

Agent	Current Idle	Episodes	Max Idle	Missed Calls	Idle Breach	Missed Breach	Last Activity

Journal Overview

Operational history of incidents and notification delivery attempts.

Incidents loaded

Notifications loaded

Latest incident

Latest notification

Incidents

Opened At	Agent	Agent ID	Type	Status	Current	Threshold	Alerts Sent

Notifications

Sent At	Agent	Channel	Recipient	Status	Error

Billing

Billing and subscription controls will be added in the next iteration.

This area is reserved for marketplace billing and plan management.