Total DND time report
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.
Stacey
shared this idea
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Josh
commented
This is very critical to know as managers. Thank you.
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Ashlee
commented
Performance Reports should include total DND time for the time frame you're viewing. For example, if we're looking at monthly calls and see a user has had less queue (hunt group) calls than others I want to see how often they were on DND to see if it was overused to avoid calls.
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Travis
commented
...working hours.. Report needed to verify employees are routinely in queue accepting calls. Create a weekly report that tells an ACD queue manager how long members of an ACD are not available for a queue call during the members working hours.
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Jennifer
commented
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.
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Brian
commented
it is an agent status report how often and/or long was an agent logged into the call queue over a certain time periods
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John Ramirez
commented
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.
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Jacob
commented
Live Report Analytics needs to include the duration an agent has been in available/unavailable status.
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Valerie
commented
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.
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Stacey
commented
...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.
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Super
commented
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.