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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Ken commented
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 .
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Main commented
Please make this available asap
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Ken commented
How often does an employee go on Do Not Disturb, Invisible etc... This is key info!
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Christine commented
We would like to be able to generate a report for users to see if how often the go into the invisible status
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Samara commented
YES, very much needed
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Aaron commented
We have just switched over and this is a critical metric for a call center!!!
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Beth commented
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".
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Mindy commented
We have a huge need for this as well!
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Saul commented
Much needed asap! Hopefully this rolls out soon.
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Margaret commented
YES, very much needed
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Brandon commented
It's a much-needed feature.
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Mac commented
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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Juan commented
This should be a native report for all administrators to track usage of users.
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Zyanya commented
Please add a report on the live dashboard and the performance reports so we can be able to see the agents ACD status updates for example, we need to be able to see if they set themselves away on break, lunch, bathroom, call work and its ideal to know how long they are on each status for. Please add soon!
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Liam commented
Absoloutely need this, It's pretty wild that this is not already a thing...
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Michael commented
This field would be very helpful in analyzing our operations team.
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Justin commented
This is an integral part of reporting to grow my direct reports. The ability to track the ability for them to sit on DND all day and not answer calls is clouded trying to figure out how many calls they actually ignored doing this. Ignored calls do not populate when on DND mode.
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John commented
Shocked that this is still not addressed.
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Sacha commented
I agree. This piece of information is crucial for oversight.
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Rosena commented
Why is this still "Future Consideration"? It's been over two years since it was created.