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DX Support Center

See the amount of time that your agents spent logged in to Digital DX.

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.

Chat Available - Total

The total time the agent spent in available status.

Chat Available - .NET

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

Chat Available - Web

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

Chat Available - Mobile

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

Chat Away - Total

The total time the agent spent in Away status.

Chat Away - .NET

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

Chat Away - Web

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

Chat 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 both login and logout behavior of agents. 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: log in as Available or Away, log 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.