Messaging Apps Login reports

Messaging Apps Login reports

See the amount of time that your agents spent on handling messages over messaging apps.

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Messaging Apps Login Summary

See the amount of time that your agents spent logged in Digital DX with regards to handling Messaging Apps. 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.
Messaging Apps Available - Total
The total time the agent spent in available status.
Messaging Apps Available - .NET
The total time the agent spent in available status in the Digital DX Desktop Client.
Messaging Apps Available - Web
The total time the agent spent in available status in Agent Workspace.
Messaging Apps Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
Messaging Apps Away - Total
The total time the agent spent in Away status.
Messaging Apps Away - .NET
The total time the agent spent in Away status in the Digital DX Desktop Client.
Messaging Apps Away - Web
The total time the agent spent in Away status in Agent Workspace.
Messaging Apps 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.

Messaging Apps Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling Messaging Apps. 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.