7.2.3 Global Features
- SUPPORT
Availability
The Availability report provides details on agent status change within a defined time range. Logged-in agents can change their status between online and away or select any number of custom statuses. This report shows whether agents have stuck to normal working schedules within a defined time period.
The Availability report can be viewed by Time, by Chat Queue, and by Agent.
Metrics in this report include:
Widget | Description |
Online | The length of time that an agent/a chat queue/the web chat team is online and accessible. A chat queue was online when one agent in the queue is online; the web chat team is online when one agent is online. |
Logged-in | This shows, at the agent level, the sum of online time and away time. |
Total Away | This shows, at the agent level, the sum of any away time. |
Note:Â The report also shows the custom away status' time. For example, Logged-in, Online, Total Away (the time of the Away status + the time of the Custom Away status), Away (the time of the Away status) for this report.
Chat Queue
This is a real-time report on the queue, providing the status of agents in the queue, web chat data, and ticket processing status.
Active Conversations
It supports viewing the number of completed and ongoing chats and ticket numbers for each agent on the day.
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