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:
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.
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.
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