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
Merged in a post:
Reports: History of user status changes (manual vs automatic)
Mariel Mata
Add a section in reports that allows you to view the history of status changes for all users (agents).
Specifically, that you can consult:
- Exact date and time of the change of status.
- Old status and new status (Online, Busy, Offline).
- If the change was made manually by the agent or automatically due to inactivity/system.
This functionality would help to:
- Have greater visibility and operational control of the equipment.
- Analyze real availability times.
- Detect possible inconsistencies or disconnections due to inactivity.
- Improve internal reports and performance metrics.
Currently, it is only possible to audit these changes in the main panel, without saving the history, which limits the monitoring and analysis of the team's productivity.
N
Nabilah Binti Salleh
Merged in a post:
View user activity from login and logoff times
Jose Junior
We would like to have a session within the central panel where owner and administrative users can see the login and logoff activities of users
N
Nabilah Binti Salleh
Merged in a post:
Connection Time Report with Operational KPIs
Marlon Castillo
Business Problem:
Companies with many agents simultaneously operating a shared inbox lose efficiency because they are not properly supervised. We face the challenge of monitoring the activities of workers. As a manager, I need to monitor and analyze the actions of my team in real time and in a historical way to ensure operational efficiency and compliance with objectives.
Respond problem:
Currently, the platform does not offer an option that allows historical monitoring of connection and availability, nor does it have a report with the log of connection actions to prepare an external report and define its own indicators.
Expected Outcome:
Have a detailed report of agent connection times that includes; Date, time and duration of online and offline periods - Disconnection events (bathroom, lunch, training, feedback) - Schedules and duration of disconnection breaks.
Recommended KPIs to Integrate:
Total Connected Time/Average Idle Time/Availability Percentage/Number and Duration of Pause/First Connection Time/Offline Time
These indicators are part of multiple omnichannel platforms such as Respond, it is a disadvantage that this is not available.
S
Sana Nazir Ahmad
It would be great if you could provide us with the time an agent remains online (It would be great if you could provide us with the time an agent remains online).
N
Nabilah Binti Salleh
Merged in a post:
Agent Activity Log
Alexander Sánchez
It allows you to view agent activity, connection time, recess and disconnection.
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
Merged in a post:
beer2
S
SUPER A88
I want login, busy, bathroom, lunch. and can be traced back as well
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
Merged in a post:
Agent Activity Log
Ruiz Alberto
Agent logs and activities. When logged in and out, not available.
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