Skip to main content
Closed for Voting

Ability to report on agent availability (Ominichannel)

  • August 18, 2021
  • 2 replies
  • 100 views
Aazir
Active Contributor
Forum|alt.badge.img+4

At the moment it is possible to use the widget in the dashboard to check a agents availability during the course of the day. However it is not possible to report on how long an agent has been available to take tickets on a given/selected day. 

I would like to have the ability to check on any given time how long agents have been available for tickets, calls & chat. Eg. A daily, weekly, monthly report on agent availability on the various omnichannel platforms. 

This is super important for us when running a 24/7operation as the agents have the ability to set their own availability as opposed to a supervisor having to do it.

2 replies

V
Apprentice
Forum|alt.badge.img+1
  • vmrg.com
  • Apprentice
  • August 11, 2022

It would be also useful to see when the agent enabled and disabled their availability in some way. However, this is “nice to have” but the request from your original post is really important. Look forward to have it in Freshdesk.

    BethRayburn
    Apprentice
    Forum|alt.badge.img+1
    • BethRayburn
    • Apprentice
    • August 27, 2025

    I agree wholly, from a performance perspective, we would like to know how to monitor agent’s activity on their round robin.

    Terms of UseAccessibility statement