Now I am only able to see agent metrics by:
- Being online (but agent can be in Unavailable or Invisible status, so will not be serving chats)
- Serving chats (agent will only appear as serving when agent had actually served chat)
I need to track whether the agents which are meant to be serving chats per a certain schedule actually do appear as Available at a given time.
Ideally I would see it as a nice flow with being able to see the statuses change at a given time (like on the picture below, showing when agent was idle available, busy serving chats, offline, invisible). And it would be even nicer if I could select multiple agents to be able to capture any blank spot in the serving time.
However, if development of UI for this report is complicated, I could do with just status change report exported in CSV. Anyway you store this data, you just do not represent it.
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