Kim Sillery

This is a vital feature of almost any call center.   Our reps are held accountable for their availability and time in status- being able to pull this as a monthly report is extremely necessary 

absolutely agree this is a MUST have.  In order to hold our agents accountable for how they spend their time we need to be able to report on these metrics.   This data exists and we would like to be able to pull reports around this data.  I need to be able to create something that can easily be made into a report or a dashboard to share with my leadership team. 

I agree that getting the information daily from the API in JSON format - would take a lot of manual work to then compile that data into a format that easy to read and share. 

This would be a fantastic option to have.. As our systems and project coordinator, I often have to reach out to different departments and offices... and having a "waiting on resolution " status would be ideal.. It would help keep track of where I am in the progress at a glance instead of going into each ticket... and this would help my team know where we stand quickly when they are trying to follow up for a customer.