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Glassix Online Agents
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Agents online now
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online, last 24h
total
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Announcements
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Admin
Invites, reporting and members.
Agents online—
Members—
Invites pending—
Last poll—
Home
Sections and actions available in the Admin Panel.
Additional feature running in the background: the shift watcher compares the
ShiftSync schedule with live Glassix presence every minute and posts late / offline alerts to
#glassix-online-agents (Sundays, on-call and early-leave windows are excluded).
The slack channel's button on every alert offers these agent controls without leaving Slack.
Invites
Invite someone
Invites are tied to the address - signing in with a different Google account won’t work.
Recent invites (latest 5 - active ones always shown)
Email
Status
Expires
Agents actions
Set a monitored agent Online or Offline directly in Glassix. This changes their
real Glassix status — ticket queues and auto replies react to it — and the board
reflects it right after the change.
Recent actions (latest 8)
When
Admin
Agent
Change
Callback
Agents on this standing list get an Initiate Callback button in the
topbar while on a shift. Clicking it sets them Offline in Glassix and tracks the time as
callback — a separate bucket next to Online / Break / Offline, excluded from
availability and never alerted. Callback Finished (or coming back online any other
way, or the shift ending) closes the episode. Multiple callbacks per day are fine.
Hold Ctrl (or Cmd) to select several agents at once.
On the list
Announcements
Banner messages every signed-in user sees - on the board, the apps and the phone.
They stay up for the chosen duration; each person marks them read for themselves.
Active announcements
Closed announcements
Dragon Monitoring
Every conversation admins have with Dragon, kept for 30 days. Older chats are
purged automatically; deleting one here is permanent. Both kinds of deletion are logged below.
Conversations
Deletion history
Queue Alerts
A separate service on the board's server checks the Glassix Unassigned queue every
30 seconds. For every waiting chat it reads the Agreement (Silver → Professional Support,
Gold / Gold VIP → Enterprise Support), looks up who is on shift in ShiftSync right now, and posts
one Slack message tagging those agents. Disabling here stops every Slack post from that service
(chats are still recorded for history); enabling resumes it within 30 seconds. Nothing in Glassix,
ShiftSync or the shift watcher is affected.
Recent changes
Shift-End Reminder
Part of the same service as the queue alerts. On weekdays it reads ShiftSync (both support teams,
minus time off) and posts one message per shift end in the Slack shift-end channel:
23:50 - the 15:00 / 16:00 late shifts: “10 minutes left on your shift”, plus the colleague
starting the night shift; 09:00 - the night shift: “your shift has ended, make sure you log off”,
plus the colleagues starting the day shift (after a night with no shift, only the day-shift starters are tagged); 16:55 - the 09:00–18:00 day shift: “your shift ends in
1 hour and 5 minutes, make sure you set yourselves Offline”. Nothing is posted on Saturday and Sunday, and
never twice for the same shift end. Disabling here skips the reminders; the queue alerts are not affected.
Last reminders posted
Recent changes
Auto-Offline
Every minute the board compares the ShiftSync rota with live Glassix presence. An agent who is still
Online 15 minutes after their shift ended is set Offline in Glassix - the same real status change as
the Agents actions panel, so queues and auto-replies react. Applies to every shift on every day. Nobody is touched
while another shift of theirs is running, while they are on time off, or while the board's own poll is stale.
Each shift is acted on once; every action is listed below.
Recent actions
Recent changes
Mobile
Who gets the Link device button for signing the phone app in with a code. Admins always have it; members need to be granted here. Granting or revoking applies on their next page load.
Dispatching
Tracks the helpdesk user field Auto Dispatch Override
(CustomColumn598user on helpdesk.sysaid.com). Empty means auto-dispatch works;
1 means it is overridden (disabled) for that agent. Values auto-refresh every few
minutes; use Refresh for right-now truth.
Monitoring — last 10 changes
Reporting
Recipients
Everyone here receives the daily and weekly reports.
Recipient
Removing a member also removes them from the report.
Run now
Daily report
Covers yesterday.
Weekly report
Covers the last full week.
Report for a specific day
Any past day that has data, up to yesterday.
Report for a specific week
Whole weeks, Monday to Sunday.
Analytics
Presence analytics for the T1 teams, straight from the poller history and the
shift-watch ledger. Refreshes every minute while this tab is open.
→
Availability—
Online time—
Late arrivals—
Offline mid-shift—
During scheduled hoursAlerts by typeOnline time by agent