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.
520
votes
Angela
shared this idea
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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"