RELATED IDEAS
Ability to track agent time by phone status
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.
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- +204
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MERGED
Create reporting that provides agent status data.
Merged
In order to more effectively manage our call center environment, we could really use some reporting metrics on agent status data. For example, how long are agents logged in and available in the phone queues. Actual call data metrics are already av...
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Future consideration
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Offer ability to track time spent accepting queue calls (as well as, on different statuses - available, busy, DND)
Merged
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 wa...
2
Future consideration
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Status time and Status name
Merged
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...
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Future consideration
2
MERGED
User Status - Accept Queue Calls
Merged
There needs to be a dashboard that quickly shows whether a user is accepting queue calls or not. I am not so interested in their "staus" (ie available, DND, invisible, etc...) I need to be able to see whether an agent is accepting call queue's. I ...
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Future consideration
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Report that tells me how long someone has been logged in for a given timeframe
Merged
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.
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Future consideration
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19
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Show time of unavailability for each agent
Merged
We are currently able to view which agents are available/unavailable- but not how long they have been in this state without going through the audit trail which is very time consuming. It would be great to be able to see the length of time per agen...
1
Future consideration
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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.
3
Future consideration
3
MERGED
Time Element for Agent Detail on Live Reports
Merged
I would like to see the live time frames of the agents current status in live reports. For Example: Agent Status Time Agent One On Call 4:58 Agent Two Available 0:37 Agent Three Unavailable 13:14 This would allow us to monitor, in real time, how l...
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Future consideration
3
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Live reports: Need to see time log of each status for Avaya users
Merged
Need to be able to determine up and down time of an agent from statistics. Currently reporting only shows the current status and not how long the status is ready/not ready. There are only two options for the status in reporting which is online and...
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Future consideration
This a common and essential KPI when managing a call center, how is this not a measured metric?
This submission seems to be a common, sought after interest. It's been close to a year since it was provided; has there been any progress/internal discussion on this metric addition?
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.