Track and display Agents in Status Available and Unavailable, Invisible
CompletadaNow 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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Hi Alisa,
Thank you for writing in. Right now, this data is not present in our Analytics reports. The Real- time Monitor (Enterprise only) can show aggregate information on number of agents online, away and invisible at a given time. We are working toward providing reporting on agent status within Analytics as part of our 2017 roadmap.
I can see that you would plan to use this information to -
- identify a time period when agents are not serving chats
- whether agents are Online in their scheduled time
Would this impact your decisions on say - scheduling, workforce management etc? Your inputs would help us improve the feature. Thanks!
- Prakruti
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Hi Prakruti,
Thanks for reaching my issue.
It will be really helpful when you add these stats to Analytics.
Whether Agent was available as per schedule will impact decisions on WFM (agents should comply with the schedule).
Alisa
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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 CSV report
More information can be found here.
- Prakruti
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