How can I monitor agent availability and capacity in Sprout?
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The Care Agent Status gives care managers real-time insight into agent availability and capacity, directly within the queue. With this built-in visibility, you no longer need to rely on manual check-ins or external tools to understand team status. Instead, you can quickly assess who’s available, how long they’ve been in that status, and how many open cases they’re handling.
To have visibility into the statuses, you must be a Super Admin, Admin, Care Manager, or Care Admin.
What You Can See
At the top of each queue, you’ll find a dropdown with key details for each agent:
Agent Status
- Available: The agent is logged in and marked as Available in Sprout.
- Unavailable: The agent is logged in but has set their status to Unavailable.
- Offline: The agent is not currently logged in.
Time in Status
For Available and Unavailable agents, you’ll see how long they’ve been in their current status.
Time in status isn’t available for Offline agents at this time.
Open Case Count
See the number of open cases currently assigned to each agent, giving you a real-time view of workloads across the team.
With this level of visibility, care managers can monitor agent activity more efficiently, balance workloads more effectively, and better support team performance, all without leaving the queue.
Viewing Multiple Teams in the Default Queue
If you manage more than one team, the Default Queue allows you to display statuses across all selected teams in one view.
