How can I monitor agent availability and capacity in Sprout?

The Care Agent Status feature gives care managers real-time visibility into who's available, how long they've been in that status, and how many open cases each agent is handling — directly within the queue view. No external tools or manual check-ins required.

Availability: Advanced plan | Web only (not available on mobile or Salesforce)

Who can see this: Super Admin, Admin, Care Manager, or Care Admin only. Agents cannot view other agents' statuses.

Where to find it

At the top of each queue in the Cases section, you'll find a team status dropdown. Click it to expand and see all agents assigned to that queue with their current status details.

What you can see

Agent Status

Time in Status

For Available and Unavailable agents, you'll see how long they've been in their current status (e.g., "Available for 2h 15m").

Note: Time in Status is not available for Offline agents. This is a current platform limitation — not a bug.

Open Case Count

The number of open cases currently assigned to each agent, giving you a real-time view of workload distribution across your team.

How agent status changes work

Understanding what triggers status changes helps you interpret what you're seeing:

⚠️ Important: The automatic availability override

Current behavior: If an agent sets themselves to "Unavailable" but continues to be active in Sprout (including working in the Salesforce iFrame), the system will automatically reset them to "Available" after approximately 35 minutes.

Why this matters for managers: You may see agents flip from Unavailable to Available unexpectedly. This means the system overrode their manual setting — not that the agent changed it themselves. If your queue uses Capacity-Based or Round Robin routing, these agents will start receiving new cases even though they intended to be unavailable.

What you can do today:

• Monitor for unexpected status flips in the queue dropdown

• Coach agents to re-set their status to Unavailable if they notice they've been overridden

• Use the Customer Audit Trail (see below) to track which status changes were system-initiated vs. manual

Coming soon: An org-level admin toggle ("Automatically update user availability based on Sprout activity") is in development that will let you disable this auto-override entirely. When disabled, agents' manually-set availability will be respected regardless of their activity level.

Viewing multiple teams

Default Queue

If you manage more than one team, the Default Queue allows you to display agent statuses across all selected teams in one consolidated view. This is useful for:

• Shift supervisors overseeing multiple queues

• Operations managers assessing total team capacity

• Identifying cross-team coverage gaps

To view multiple teams: Navigate to the Default Queue and select which teams to include from the team selector.

Tracking status changes historically (CAT logs)

While the queue dropdown shows real-time status, you can also audit historical status changes via the Customer Audit Trail:

1. Navigate to Account & Settings > Customer Audit Trail.

2. Export the audit log for your desired date range.

3. Look for events with type USER_STATUS_CHANGED.

Each event includes:

• Previous status and Current status (e.g., UNAVAILABLE → AVAILABLE)

• Event Source: USER (agent changed it manually) or SYSTEM (automatic override)

• Timestamp, IP address, and location

This data lets you track agent adherence to schedules and identify patterns of system overrides affecting your routing.

How this connects to case routing

Agent availability directly affects how cases are distributed:

If an agent is incorrectly shown as Available (due to the 35-minute override), they WILL receive auto-assigned cases. Monitor the status dropdown to catch these situations early.

What you can't do from this view

This feature is read-only visibility. From the agent status dropdown, you cannot:

• ❌ Change an agent's status on their behalf

• ❌ Reassign cases from this menu

• ❌ Set capacity limits per agent

• ❌ View historical status data (use CAT logs for that)

• ❌ Drill down into an agent's open cases

To reassign cases or adjust workload, navigate to the individual case or use Case Macros for bulk actions.

Common questions

Why did an agent's status change from Unavailable to Available on its own?
The system automatically overrides "Unavailable" after ~35 minutes of continued activity. This is a known behavior being addressed in an upcoming release. Check the CAT log — events with Source = "SYSTEM" confirm an automatic override.

Can agents see each other's availability?
No. In the current version, only Super Admins, Admins, Care Managers, and Care Admins can see the agent status dropdown. Agents see only their own status.

Is this data included in any report?
Not currently. This release is focused on real-time monitoring. However, status change events are logged in the Customer Audit Trail (as of July 2025) for historical analysis.

I manage agents in Salesforce — can I see this there?
No. Care Agent Status is only available in the Sprout web app. Managers using Salesforce as their primary workspace need to check Sprout directly for real-time availability.

Why don't I see "Time in Status" for offline agents?
This is a current platform limitation. The system tracks duration only for active sessions (Available/Unavailable). Offline duration tracking is not yet supported.

An agent shows "Available" but isn't responding to cases. What's happening?
Several possibilities:

1. The system auto-overrode their Unavailable status (check CAT log for SYSTEM source)

2. They have the tab open but are AFK (they'll transition to Offline after 3–5 minutes of inactivity)

3. They're working in a different feature area and haven't seen the case notification yet

Can I set up alerts when agents go Unavailable or Offline?
Not currently. This is on the roadmap as part of the broader "Real-Time Operational Visibility" initiative but has no committed delivery date.