Solved get agent status report

[m.jeu]

Hi,

we already have a report which shows at which time an agent logged in and when he/she logged out. Is there also a way to get the time they have been on available?

Use case: Calls are moved to the overflow queue due missing agents being available even there should be enough people at shift.

Best,
Matthias

 

[VasilisV_3CX]

Hi @m.jeu,

There isn't a report to show how many hours an agent has been available. Also, if there was one, it wouldn't help to show you why this is happening because an agent can stay available but still log out of a queue which will forward the calls to the overflow queue regardless, and on the flip side an agent can be marked "away" but still receive the queue call.

The report that you have for agents logged in / logged out is exactly what you'd need.

 

[m.jeu]

Hi @VasilisV_3CX,

Thank you for your fast reply. Do you think that would be sth. which can be build, like setting time stamps for every status + time within queue?

Best,
Matthias

 

[VasilisV_3CX]

I think this is the sort of reporting that you're looking for: https://www.3cx.com/community/threads/reporting-detailed-agent-status-activity.58951/#post-266996

If so, give it a +1 in the green box at the top right of the original post. If it gains enough traction, it may be considered for future implementation.

 

[m.jeu]

Ok - thank you.