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Status Future consideration
Created by Sharon Cheeks
Created on Mar 6, 2023
Merged idea

This idea has been merged into another idea. To comment or vote on this idea, please visit LIVE-I-4 Ability to track agent time by phone status.

Create a report to show when queue members have logged in and out of their allocated queue/s Merged

Within Performance reports it would be very handy to show when queue members log in and out of their queue for supervisors to view. The Audit Trail has this feature of all users but only Administrators have access to this.

  • Teenya Gantt
    Reply
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    May 15, 2023

    This is an awesome idea. Our CS Managers have asked and asked for this report. They would definitely use this report.

  • Chris Bayles
    Reply
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    Apr 25, 2023

    We need to know how long a queue member has been in their queue for the day. They are supposed to be logged in for X number of hours and we want to make sure that's being adhered to.

  • Patrick Odom
    Reply
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    Apr 25, 2023

    This information is invaluable to measure the amount of time an agent is available for calls. Out of an 9 hour day, I require my agents to be available for calls at least 7.5 hours. 9 hours - 1 hour lunch - 30 minutes for breaks = 7.5 hours.