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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

    570 votes
    Future Consideration  ·  90 comments  ·  Analytics & Reporting » Other  ·  Admin →
    How important is this to you?
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    Aneesh Khan commented  · 

    I would like to be able to look at a daily history of the times when my agents were in available/busy/do not disturb/ etc. This way, I can determine why there is call volume disparity during overlapping shifts despite being on a rotating queue. This can also allow me to go over missed calls with agents and determine why they were not available.