See Set up a Facebook Messenger account and How to renew connection to your Facebook account.

See the amount of time that your agents spent logged in Digital DX with regards to handling Facebook Messenger conversations. 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 Digital DX client application is also included.

Reported data:

Operator

Name of the agent.

FB Messenger Available - Total

The total time the agent spent in available status.

FB Messenger Available - .NET

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

FB Messenger Available - Web

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

FB Messenger Available - Mobile

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

FB Messenger Away - Total

The total time the agent spent in Away status.

FB Messenger Away - .NET

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

FB Messenger Away - Web

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

FB Messenger 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 with regards to handling Facebook Messenger conversations. 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.