This section helps you determine the Agent's log in, log out time stamps as well as their status (Availability Code).
From the Dashboard, click on Reports and then click on Agent Productivity Logs.
In Manage Productivity Logs, select the following
- Select the Start/End Date and Time (In Pacific Standard Time)
- Filter By: User then select the User or Users
- Click on Add Filter
- Filter By: State then Select Login and Logout
Note: Start/End Date are required. Leaving it blank will not allow you to Export Logs.
Click on Search and the results will be shown at the bottom of the Page.
Confirm Call Accepted - when ever an agent received an inbound call from a queue and the Call Confirmation is enabled on the Queue.
Confirm Call Missed - when ever an agent failed to answer an inbound call from a queue and Call Confirmation timed out.
Confirm Call Lost - when ever there's an inbound call and lead hangup before the agent answer the call. Call Confirmation is enabled on the queue.
Confirm Call Rejected - when ever an inbound call from a queue was rejected by the agent before the Call Confirmation timed out.