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  1. Enhance the performance reports to include the graph

    2 votes

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    Under Review  ·  0 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Stacey shared this idea  · 

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

    644 votes

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    Future Consideration  ·  103 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Stacey commented  · 

    On live reports it will be helpful to see how long someone has been on do not disturb and have the system count the minutes or adding a timer, so management can track this information.. Currently, this is not on performance reports and its not feasible to sit and monitor manually how long someone has been on DND status. This is important to ensure agents are available and not on DND outside of management guidelines.

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    Stacey commented  · 

    ...ly see the overall talk time for the entire day.. This is important so our agents can attempt to gage how long the other agent has been on the phone, if in case another inbound call needs to be transferred to them.