Reports: Agent Online/Offline Activity Report
C
Carlos Fernando Martinez
Business Problem
Organizations with multiple agents operating simultaneously or across various time zones and shifts face a challenge in monitoring their activities. As a manager, I seek the capability to oversee and analyze the activities of my agents.
Platform Problem
Presently, the platform lacks an option to comprehensively track agents' activities beyond assignment and closure times.
Desired Outcome
To have a connection time report on the agents:
- Duration of online/offline periods
- Specific timing of online/offline sessions
- Timing and duration of breaks taken
N
Nabilah Binti Salleh
H
Hassan Shifaz
I created a flow that should assign customer to one of our online team members and if an agent is not online for 12 hours it gets assigned to a manager. This flow was triggered and i want to make sure the flow created is working fine, error free and whether agents were actually unavailable at that point of time.
Basically, can we generate a report to track agents online/offline status by date and time.
I
Iaroslav Kudritskiy
Hassan Shifaz: Thank you for the clear explanation. :)
Y
Yihui Chan
I
Isai Rodriguez
Please it is important to have this functionality as soon as possible. Very useful for contact center teams and sales supervisors.
Y
Yihui Chan
Hi SUPER A88, can I confirm with you that you'd like to track your agents' logs and activities in detail, such as bathroom and lunch breaks?
S
SUPER A88
Yihui Chan: Yes. I want
S
Shi Hui
Ruiz Alberto
Agent logs and activities. When logged in and out, not available and the feature to ad breaks like bathroom, lunch etc.
A
Ahmed Shehata
The historical report is necessary to keep track of how long the agent was connected to the platform and thus be able to measure its performance.
A
Attention Chat
This functionality is highly sought after and in demand by companies. Knowing how long an agent or user is absent is a total advantage (our competitors don't have it 🙃).
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