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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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  • 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!

  • Mac commented  ·   ·  Report

    This NEEDS to be implemented into RC's Analytics and reporting. They have the data, they must give us the means to view and download this data.

    Our current workaround is via Geckoboard, which we use to view many of our metrics throughout the organization. They somehow have DND status (real-time) as part of their library of RC metrics that they can pull from RC and display.

    If Geckoboard can pull the data from RC, then surely RC can give us the real-time DND status of each user and the user DND history.

  • Juan commented  ·   ·  Report

    This should be a native report for all administrators to track usage of users.

  • Zyanya commented  ·   ·  Report

    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!

  • Liam commented  ·   ·  Report

    Absoloutely need this, It's pretty wild that this is not already a thing...

  • Abel commented  ·   ·  Report

    DND please a big part on KPI's very shock it's not part of your business metrics.

  • Edward commented  ·   ·  Report

    Having to monitor this through the audit trail is a pain.

  • Michael commented  ·   ·  Report

    This field would be very helpful in analyzing our operations team.

  • David commented  ·   ·  Report

    I agree. This is something we would like to be implemented and looking online, a lot of other businesses as well.

  • Trevor commented  ·   ·  Report

    Additionally, the ability to monitor the DND status of the physical phone, not just the app settings would be very valuable.

  • Justin commented  ·   ·  Report

    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.

  • John commented  ·   ·  Report

    Shocked that this is still not addressed.

  • Franz Ferrey commented  ·   ·  Report

    -this would be useful for admins on tracking their user's login/logout-would help admins to determine if users are indeed logging in to their apps on their designated hour

  • Sacha commented  ·   ·  Report

    I agree. This piece of information is crucial for oversight.

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