We need managers to know, at a glance, who has set their status to what (ie Working Remotely).

With more people working from home, we would like to ability to see in our Reporting the metric of how long a call queue member has the "Available to Accept Queue Calls" enabled.

Ability to run a report on agent's availability in a queue. Should include log-in and out times along with hours in the queue.

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.

it is an agent status report how often and/or long was an agent logged into the call queue over a certain time periods

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.

please add a feature where it will shows a report that will tell how much time an agent was on and/or off queue during a specific time frame.

Live Report Analytics needs to include the duration an agent has been in available/unavailable status.

In order to monitor whether users within call queues are answering calls when they should be, we need to be able to see if each user was available or not when each call came into the queue. For this, we need a column within the call log beside each user's name that shows his/her availability at the time of that incoming call.

On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information.. Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.

...ly see the overall talk time for the entire day.. This is important so our agents can attempt to gage how long the other agent has been on the phone, if in case another inbound call needs to be transferred to them.

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.

On Admin Portal or Analytics portal to have an option to view the status of the call queue member during a specific timeframe. For example: Agent A was available on the call queue from 11:30 am -11:32 am. Status changed to busy due to a received call/an outbound call made. This would help the administrators to identify why calls are not connecting to certain call queue members, without having to extensively check call log if said queue member was simply on a direct inbound/outbound phone call. This will also help identify if there is an issue or not, if agent is not on a call, should be set to available, but did not receive a queue call.

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.