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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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    Maddock commented  · 

    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 want to ensure the amount of time the users spend accepting queue calls is uniform throughout my team.