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Status Future consideration
Created by Guest
Created on Apr 21, 2021

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.

  • Guest
    Reply
    |
    Dec 1, 2022

    This a common and essential KPI when managing a call center, how is this not a measured metric?


  • Guest
    Reply
    |
    Mar 17, 2022

    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?

  • Phonehub 1 - Potaia
    Reply
    |
    May 5, 2021

    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.

  • +204
6 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...
John Hughes 8 months ago in RingCentral Analytics 0 Future consideration
10 MERGED

Login and Logout time Capturing of All Agents

Merged
Need a separate report for All agents - when they login and logout. As of now there is no report to understand the login and logout time.
Guest over 1 year ago in RingCentral Analytics 0 Future consideration
14 MERGED

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...
Guest over 2 years ago in RingCentral Analytics 2 Future consideration
57 MERGED

Report showing DND status

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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.
Karl Pashalidis almost 2 years ago in RingCentral Analytics 15 Future consideration
18 MERGED

Check Users Status on Call Queue

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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"
Guest over 2 years ago in RingCentral Analytics 2 Future consideration
5 MERGED

Ability to see user status log

Merged
It would be helpful to see logs of when users are set to Available vs other status settings.
Guest about 1 year ago in RingCentral Analytics 1 Future consideration
5 MERGED

Track Time in Available and Unavailable Status

Merged
Knowing how long an employee is in Available or Unavailable Status is helpful, and may reflect call avoidance.
Guest 3 months ago in RingCentral Analytics 2 Future consideration
26 MERGED

Live Call Monitoring of the TIME Users engaged on a Call

Merged
On, HUD. Please add the Live Total minutes and seconds Users are Engaged on a Call
Guest 10 months ago in RingCentral Analytics 2 Future consideration
8 MERGED

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...
Guest about 2 years ago in RingCentral Analytics 0 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 ...
Guest 6 months ago in RingCentral Analytics 0 Future consideration
1 MERGED

Adding Busy/DND Time to the LOB Analytics

Merged
For our own internal review processes we would love to see the time a user spends in Busy/DND mode. Also a counter of calls that skip that user based on the "Busy" status.
Chas Hollar 2 months ago in RingCentral Analytics 0 Future consideration
10 MERGED

Ability to see what % of the day someone is in queue

Merged
It would be great if we can see how many hours a day someone is in queue available to accept a queue call.
Guest about 1 year ago in RingCentral Analytics 3 Future consideration
1 MERGED

DND Time per extension

Merged
It would be nice to see how much time each extension is on DND
Guest 8 months ago in RingCentral Analytics 0 Future consideration
3 MERGED

Real time Analysis

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For example, If we can see how long a person is on call and how long a person is on avail or DND will be helpful to keep the team on track. Also day wise report on the same like overall DND time, avail time and the calls time for the day will be h...
Guest over 1 year ago in RingCentral Analytics 1 Future consideration
2 MERGED

Show employee STATUS on dashboard and contact views

Merged
We need managers to know, at a glance, who has set their status to what (ie Working Remotely).
Guest over 1 year ago in RingCentral Analytics 0 Future consideration
1 MERGED

Phone App Status Report

Merged
I think it would be nice for companies to be able to see when their employees change settings to thier system. I.e. DND, accepting queue calls.
Guest about 1 year ago in RingCentral Analytics 0 Future consideration
18 MERGED

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.
Guest about 2 years ago in RingCentral Analytics 0 Future consideration
9 MERGED

Track status of extension or person. Available/in meeting/ etc.

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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.
Guest about 2 years ago in RingCentral Analytics 0 Future consideration
19 MERGED

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...
Lindsey Gargett about 1 year ago in RingCentral Analytics 1 Future consideration
1 MERGED

Report on Agent Status - Available/Away

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Reporting on Agents' status and availability during the day. Agent 'A' available for 6hrs/ DnD for 2 hrs
Guest 4 months ago in RingCentral Analytics 0 Future consideration
1 MERGED

Status Messages

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It would be great to determine time spent off phones due to breaks, lunches, meetings, outbound, ect. This would help calculate a more accurate agent schedule adherence.
Guest 7 months ago in RingCentral Analytics 0 Future consideration
3 MERGED

Reporting to see DND analytics

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For my call center, it would be helpful to see how much time the users are on DND and not receiving calls.
Guest 4 months ago in RingCentral Analytics 0 Future consideration
1 MERGED

Add Reporting on Active/Non Active Queue member

Merged
is it possible to report on queue members and whether they are active or not, or for how long in a timeframe they have not been available for queues they are part of
Alan Barry 4 days ago in RingCentral Analytics 1 Future consideration
28 MERGED

Availability per Agent

Merged
Add different availabiltites for different reasons. Restroom, lunch, etc from the RC Desktop app. Be able to report on agent productivity.
IT Department 11 months ago in RingCentral Analytics 1 Future consideration
2 MERGED

In analytics can we have a total time in queue

Merged
We have several supervisors that were able to monitor a user remotely to be able to see how much actual time a certain user was actually logged into their queue during their workday.
Jason Heller about 1 month ago in RingCentral Analytics 0 Future consideration
4 MERGED

Option to view how long an agent/user is on available status

Merged
We will be able to track down which agents are suppose to be picking up the call and who will be the next available agent.
Guest about 1 year ago in RingCentral Analytics 0 Future consideration
18 MERGED

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.
Sharon Cheeks 3 months ago in RingCentral Analytics 3 Future consideration
3 MERGED

Time Element for Agent Detail on Live Reports

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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...
Chase Owens over 2 years ago in RingCentral Analytics 0 Future consideration
3 MERGED

Live reports: Need to see time log of each status for Avaya users

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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...
Stephanie Rensburg about 1 year ago in RingCentral Analytics 0 Future consideration