Ticket Login Reports

Ticket Login Reports

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Ticket Login Summary

See the amount of time that your operators spent logged in BoldChat with regards to handling tickets. For a given date range, this report shows the number of hours and minutes each operator was logged in as either available or away. A breakdown by BoldChat client application is also included.

Reported data:

Operator
Name of the operator.
Ticket Available - Total
The total time the operator spent in available status.
Ticket Available - .NET
The total time the operator spent in available status in the Desktop Client.
Ticket Available - Web
The total time the operator spent in available status in Agent Workspace.
Ticket Available - Mobile
The total time the operator spent in available status in the iPhone app or using the web client on a mobile device.
Ticket Away - Total
The total time the operator spent in Away status.
Ticket Away - .NET
The total time the operator spent in Away status in the Desktop Client.
Ticket Away - Web
The total time the operator spent in Away status in Agent Workspace.
Ticket Away - Mobile
The total time the operator 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.

Ticket Login Details

See the time of day associated with both login and logout behavior of operators with regards to handling tickets. The report can be grouped by date or operator and shows the time of day associated with a variety of login/logout behavior. The report shows the client the operator used and what action they took, whether that was logging in as available or away, or logging out.

Reported data:

Operator
Name of the operator.
Time
The time of changing the operator's status.
Client
The client where the operator's status was changed.
Action
The action that was taken to change the operator's status.