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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

    569 votes
    Future Consideration  ·  90 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    John commented  · 

    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 available, but nothing is available to report on agent availability in the queue during a given time period.