SMS Login reports
See the amount of time that your agents spent on handling text messages.
Fastpath: SMS Login Summary
See the amount of time that your agents spent logged in Digital DX with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away.
Reported data:
- Operator
- Name of the agent.
- SMS Available - Total
- The total time the agent spent in available status.
- SMS Available - .NET
- The total time the agent spent in available status in the Desktop Client.
- SMS Available - Web
- The total time the agent spent in available status in Agent Workspace.
- SMS Available - Mobile
- The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
- SMS Away - Total
- The total time the agent spent in Away status.
- SMS Away - .NET
- The total time the agent spent in Away status in the Desktop Client.
- SMS Away - Web
- The total time the agent spent in Away status in Agent Workspace.
- SMS Away - Mobile
- The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
- % Forced
- Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.
SMS Login Details
See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.
Reported data:
- Operator
- Name of the agent.
- Time
- The time of changing the agent's status.
- Client
- The client where the agent's status was changed.
- Action
- The action that was taken to change the agent's status.
