Agent Attendance

The Agent Attendance Section provides a detailed overview of agent availability and activity status. It includes key metrics, a detailed table for individual agent data.

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Live Agent Availability

1. Total Agents

   • The total number of agents registered in the system.

2. Agents Online

   • The number of agents currently logged into the system and available.

3. Agents Busy

   • The number of agents currently marked as busy.

4. Agents Offline

   • The number of agents currently not logged into the system.

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Table: Agent Attendance Data

The Agent Attendance Data table provides detailed insights into individual agent attendance and status.

Columns:

1. Agent Name

   • The name of the agent.

2. Status

   • The current status of the agent (Online, Busy, Offline).

3. Last Login

   • The timestamp of the agent’s last login.

4. Last Logout

   • The timestamp of the agent’s last logout.

5. Active

   • The total duration the agent has been active during the selected timeframe.

6. Break

   • The total duration the agent has spent on breaks during the selected timeframe.

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Detailed Breakdown

• Feature: Clicking on any row in the table reveals a detailed breakdown of all status changes for the selected agent, including timestamps and duration for each state.

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Usage Tips

• Use the Metrics section to get an at-a-glance summary of agent availability.

• Analyze the Agent Attendance Data table to track individual agent attendance and activity trends.

• Leverage the detailed breakdown feature to investigate specific attendance patterns or anomalies.

• Download the Attendance Report for deeper analysis or record-keeping.

This Agent Attendance Section enables managers to efficiently monitor and analyze agent availability, ensuring optimal staffing and productivity.

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FAQ'S

How does the system determine an agent’s status (Online, Busy, Offline)?

The system updates an agent’s status based on their login activity and engagement with tickets. "Online" indicates active availability, "Busy" means the agent is handling tickets, and "Offline" means the agent is logged out or inactive.

Can an agent be automatically switched to 'Busy' or 'Offline' without manual action?

Yes, the system can mark an agent as "Busy" if they exceed a threshold of concurrent ticket assignments. Similarly, inactivity beyond a set duration may trigger an automatic switch to "Offline" if configured in the settings.

What happens if an agent remains ‘Busy’ for an extended period without resolution?

If an agent is stuck in "Busy" for too long, it may indicate workflow inefficiencies or high workload. Managers can review ticket queues and reassign tasks if necessary to balance workloads effectively.

Can we filter attendance data by specific timeframes for detailed analysis?

Yes, the system allows filtering attendance records by custom timeframes, enabling managers to analyze trends over different shifts, days, or weeks.

Is it possible to download the Agent Attendance Data for further analysis?

Yes, managers can export attendance records in CSV or Excel format for in-depth analysis, record-keeping, or integration with other reporting tools.

What insights can be gained from the detailed breakdown feature?

The detailed breakdown shows all status changes for a selected agent, including timestamps and durations. This helps managers analyze productivity trends, detect anomalies, and improve scheduling efficiency.