Maeghan Shives-Sams

Hello,

In regards to  "Note: Of the 14 communication fields are available, only one of them, the Days Since Last Communication field, provides an option to view everyone’s communication activity. The other 13 track only your own communication activity." 

How can I view these fields for each of my agent's contacts? 

        - Days Awaiting My (Agent's) Response
        - My (Agent's) Last Outgoing Email
        - Views of My (Agent's) Last Email
        - My (Agent's) Last incoming Text 

 

 

 

 

Hi, wondering where I can find the following reporting or data:

• How fast an email or text is responded to by an agent when a contact reaches out to the agent
• Where can I find this efficiency activity by agent and by week or by month? 
• How many contacts are actively engaged with my agents via email and text, by day, week, or month?

Thanks!