Agent Metrics: Agent Status
Its main purpose is to show the status changes made by agents (online, offline, lunch, break, etc.)
Filters Tab
Start date: Date within which the status change occurs. When selecting date ranges, it shows all changes and related times found within these dates.
Agent: Select a specific user to see only their metrics. When selecting two or more, it will show the combined metrics.
Group: Shows the combined metrics of the agents that belong to the selected group.
Status: Shows the status that the agent has used. It can be online, break, training, or any other custom field configured in the company
Assignable?: Classifies and shows only the statuses that allow (or not) the assignment of conversations to the agent.
Activity Tab
Agents: number of users with agent role who are active and who have made at least one status change within the selected time range.
Average daily online time per agent: daily average of each of the agents in online status.
Daily distribution by status: shows the daily distribution of the statuses used, ordered from highest to lowest, and showing how much it represents as a percentage. The sum of all the statuses used is displayed in the center.
Agent detail by status (not online): table that shows, status by status, how much time in hours each status has been used.
No status change for more than 24 hours: shows the agents who are currently in a status and have not made any changes to it for more than 24 hours. The Offline status is not considered.
Audit Tab
The total list of all conversations is displayed with all the fields mentioned in the report.
Clarification:
The table shows a maximum of 2,000 (two thousand) rows, but the download is 1,000,000 (one million) records, available in csv, xlsx, and json format.
To see other sections of the Agent Report, please visit the following articles:
Agent Report Metrics - Service Level Section