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.
Angela
shared this idea
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Chase
commented
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.
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Maddock
commented
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.
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Alex
commented
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"