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Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

I would suggest that it be added to the reporting/analytics as it could help determine if a missed call is a tech issue or a lack of agent issue.

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Angela shared this idea  ·   ·  Report…  ·  Admin →
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  • Deby commented  ·   ·  Report

    With all my agents working from home this is a crucial statistic to hold them accountable.

  • Bao commented  ·   ·  Report

    Hello, any update on this request? This feature is important for all Admins/Supervisors that are running reports to ensure that there is accountability on productivity and use of time in each state as well as % of availability, not ready, lunch, break, after call work and total login time for payroll validation purposes. Most of the phone cloud applications that I've used have this as a standard report, any way to move this up to higher priority?

  • Shamir commented  ·   ·  Report

    Please make this available ASAP

  • Dan commented  ·   ·  Report

    Really surprised to find this report is not available.

  • Stephane commented  ·   ·  Report

    It's strange that this system, with its multitude of options, can't provide this much-needed information. I've worked in several other systems and this option is standard with the system. I hope you can make this option available in the near future.

  • Ken commented  ·   ·  Report

    This Should be a MUST report! What are my employees doing during the day ? Why are we missing some phone calls ? This would give the ability to look into who is punching out for what reasons at certain times of the day.
    Have the ability to show totals for the day how long they were on DND , Away Etc...

    PLEASE Agree this is a very important report .

  • Main commented  ·   ·  Report

    Please make this available asap

  • Ken commented  ·   ·  Report

    How often does an employee go on Do Not Disturb, Invisible etc... This is key info!

  • Christine commented  ·   ·  Report

    We would like to be able to generate a report for users to see if how often the go into the invisible status

  • Samara commented  ·   ·  Report

    YES, very much needed

  • Shaun commented  ·   ·  Report

    I have requested this a handful of times, it would be a massively helpful stat to have to hand through the API to display efficiencies.

  • Aaron commented  ·   ·  Report

    We have just switched over and this is a critical metric for a call center!!!

  • Beth commented  ·   ·  Report

    This needs to be a native report available to all admins. Also the ability to see how much time a rep spends on DND in an actual report feature, not an afterthought that is stuck under "more".

  • Mindy commented  ·   ·  Report

    We have a huge need for this as well!

  • Saul commented  ·   ·  Report

    Much needed asap! Hopefully this rolls out soon.

  • Mac commented  ·   ·  Report

    Please put this at the top of your dev list, RC. The inability to report on these very key KPIs and statuses is mind-blowing for a platform the size of RingCentral. Thank you!

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