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  1. Ability to generate report that tracks an agents status throughout the day, like when they're available/not available/ on DND etc

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    Future Consideration  ·  72 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Aaron commented  · 

    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.