View how long an agent was "Available"

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2 Comments

  • Ramin Shokrizadeh
    Comment actions Permalink

    Hi Chris,

    Thanks for the feedback on your reporting requirements. To better understand why one agent served more chats than the other, have you tried using the leaderboard? What about it doesn't work in answering your question?

    The time in "Available" status is a subset of the "Duration" time and in most cases are identical (unless your agents spend hours in the away/invisible status).

    Thanks,

    Ramin

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  • Prakruti Hindia
    Comment actions Permalink

    Hello! 

    We recently added agent status reporting in Analytics. Admins can now view 

    • number of agents online across time duration
    • time spent by agents online as part of Activity Breakdown
    • timestamp & duration of time spent by agents online, away and invisible as part of Analytics CSV report

    More information can be found here

    - Prakruti

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