Agent activity and goals

Agent activity shows each teammate's live status, the call they're on and their totals for the day. Goals watch for the calls, web events and chats that matter to you, then tag the contact or move them between lists.

Watch agent activity

Use this to see who is available, who is on a call and how the day is going.

1. Open Settings in the left menu, then click Agent Activity. You can also open the Agent Activity tab on Make Calls or Call Tracking.
2. The top row shows calls in progress: Live External Inbound, Live External Outbound and Total Active Calls.
3. The cards below count Agents Online, Talking to Contacts, Working Inbox and Agents Offline.
4. Pick a team to see only its members, or All for everyone. Use Sort By to order agents by First Name, Last Name, Status, Last Seen or Location.
5. Read each agent's row:

1. Click Expand on a row for the agent's details: first seen, location, do not disturb, and counts of outbound calls, texts, emails and chats. It also shows idle, dialing and talk time. Click Collapse to close it.
2. When an agent is working an Inbox conversation, open the menu on their row and click Open Conversation to see it.
3. To download the table as a CSV file, open the menu above the table and click Export.

If it doesn't work:

• "No agents match filters." The team you picked has no one matching. Switch the team filter to All.
• "No agent activity." Nobody has signed in yet. Check back once agents sign in.
• An agent shows Offline but is working. They may have closed the browser tab. Ask them to open Drop Cowboy again.

If you don't see Agent Activity, ask your account owner for access.

Set contact goals

Use this to act on a contact when something you care about happens, like a sale on a call. Goals mark milestones for contacts; they are not sales quotas for agents.

1. Open Settings in the left menu, then click Goals.
2. Click Create Goal.
3. Fill in Goal Name and an optional Description.
4. Pick a Goal Type:

1. Set the conditions. Leave a field empty to match anything.
   • Call Disposition Conditions: Call Direction (Any Direction, Inbound Only or Outbound Only), Minimum Duration (seconds), Match Dispositions and Filter by Lists.
   • Web Event Conditions: pick an Event Type, and a form or site if you want only one.
   • Chat Conditions: pick a Chat Event and a site.
2. Optional: set a Funnel Stage, Value (Points) and Priority (1-10) to sort your goals.
3. Choose what happens to the contact:
   • Tag Actions: Add Tags or Remove Tags.
   • List Actions: Add to Lists or Remove from Lists.
   • Under Advanced options, Stop future dialing (remove from all calling lists) takes the contact off every calling list.
4. Leave Goal is Active on, then click Save Goal.

To find a goal later, use the search box or the All Types and All Status filters. Each row shows how many times the goal has triggered. Switch a goal between Active and Inactive from its row, or open the row menu to Edit, Duplicate or Delete it.

The dispositions you can match come from Set dialer rules. To do more than tag or move a contact, start an automation from the disposition there.

If it doesn't work:

• A goal never triggers. Check that it shows Active. Then widen the conditions: clear Minimum Duration (seconds) or Filter by Lists and try again.
• The disposition you want isn't listed. Add it under Dispositions in Set dialer rules, then edit the goal.
• A web goal doesn't fire. Check that the Event Type and form match what the visitor did. Set them to Any Event and Any Webform to test, then narrow them again.