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Settings and activity

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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

    566 votes
    Future Consideration  ·  90 comments  ·  Analytics & Reporting » Other  ·  Admin →
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    Jenn commented  · 

    Based on my research online, it appears a prebuilt report for this exact purpose was available at one point - it was called the Agent Activity Overview report. But I cannot locate it, it must have been removed. Can you please add the ability to report on agent states over a period of time? This is a crucial KPI for a contact center. Thanks!

    Jenn supported this idea  ·