Seretha Curry

There's a workaround for this.  In Support, locate the email address for your user.  Assume the user's identity.  Start a chat by going to your help desk, etc.  When you answer the chat, you will have the opportunity to ban the visitor rather than the IP address.  Presto, good bye, bad actor.

Wanted to echo the thoughts here.  If there's not another way of digging into the information, it is difficult to communicate with an agent that they are consistently not meeting performance unless you tally every day, and keep a record outside of Zendesk, of their available time aggregated across status.  Is there another way of getting this information?  Seems silly that I have to do the math on my own.