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DX Support Center

See the amount of time that your agents spent logged in to Digital DX to handle email. For a given date range, this report shows the number of hours and minutes each agent was logged in as either available or Away. A breakdown by client application is also included.

Results are not returned for agents with no login activity.

Reported data:

Operator

Name of the agent.

Email Available - Total

The total time the agent spent in available status.

Email Available - .NET

The total time the agent spent in available status in the Desktop Client.

Email Available - Web

The total time the agent spent in available status in Agent Workspace.

Email Available - Mobile

The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.

Email Away - Total

The total time the agent spent in Away status.

Email Away - .NET

The total time the agent spent in Away status in the Desktop Client.

Email Away - Web

The total time the agent spent in Away status in Agent Workspace.

Email 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.

See the time of day associated with login and logout actions for agents handling email. 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.

Results are not returned for dates with no login activity.

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.