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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  ·  103 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Valerie commented  · 

    In order to monitor whether users within call queues are answering calls when they should be, we need to be able to see if each user was available or not when each call came into the queue. For this, we need a column within the call log beside each user's name that shows his/her availability at the time of that incoming call.