We would like the ability to report on how long users have the "Accept queue calls" option enabled.If an under-performing user is forgetting to re-enable the setting, or maybe even intentionally, it would be good to be able to provide evidence of that, "this user was available for queue calls for 9 hours on Thursday, from the start of their shift at 8:00am to the end of their shift at 5:00pm on Thursday" or "This user was available for queue calls for 4 hours on Thursday, from the start of their shift at 8:00am, until the start of their lunch at 12:00pm, but was not available again after".The graph could plot 1 for logged in, 0 for logged out. The chart could report an average or total time available for each user in the queue for the selected period.

A useful performance report would be of users and the duration they have spent not accepting calls or DND. This is particularly useful for management and team leaders who are attempting to understand why so many calls are not being answered and could be because agents have all decided to use the toggle to not accept calls for a queue.

We'd like to see a report that shows how many times a user goes on DND that shows number of times and length of time a user is on DND.

This would be a great feature for managers of phone queues. I would have thought that this would have already been part of the reporting.

I would like a report that I can see by user that tells me how many hours they were logged in for a given timeframe. I also want to see how many times they log out and on average how long they are logged out for.

A roundabout way to get this information is to go to the audit trail in the admin portal, click filter, select your agents and then select "status" as item affected. You can then download their status changes and create reports.

to be able to see beyond calls made and missed etc. But to see when people are available in app and when they check out etc.

Currently, there are only metrics around talk time or hold times, but no metrics on agent's phone status. There should be reporting on how long an agent's phone was in available, Do Not Disturb, or other statuses. This is an important metric for managers to see if specific members of the team are going do not disturb or removing themself from the queue frequently throughout the day, but you cant monitor the queue every second of the day.

Ability to change the status name, not only if someone is unavailable, available or on a call. e.g. we can create a list of status name such us; personal break, lunch break, or in a meeting etc... Also if we can put the current state time where we can see how long the person is engaged in a call. Also for the widgets, you have placed a default number for width and length that removes the ability of super admins to customize how many widgets we can add and to fit in the screen as well.

I would like to see the live time frames of the agents current status in live reports.For Example:Agent Status TimeAgent One On Call 4:58Agent Two Available 0:37Agent Three Unavailable 13:14This would allow us to monitor, in real time, how long someone has been on a call, if they are about to be back from break, who has been available the longest and due for the next call, etc.

I would like to see how many hours per day or week a particular user spent accepting queue calls on their phone. Currently, the only way to know if users are accepting queue calls is to extrapolate based on the number of calls taken, however, I want to ensure the amount of time the users spend accepting queue calls is uniform throughout my team.

Would like to back track status of the users in Analytics Live Reports in the past few days to see how long they are on "available", "busy", and "unavailable"