Q1. How can I report when a user is logged into Natterbox?
Report type = Availability Logs
Group by Natterbox User, then Availability Log: Created Date
Add in the columns: Availability State, Seconds In State and Time (sort by this field)
Optional:
Filter by Time = THIS MONTH / THIS WEEK etc…
Filter by Availability Profile to see different teams/departments depending on how they have been set up.
Q2. How long have my agents spend ‘Available’ for calls today?
Report type = Availability Logs
Group by Natterbox User and then Availability State
Filter on Availability Log: Created Date = TODAY
Filter on Availability State = ‘Available’ or the relevant names in your org
Add in the columns: Seconds In State
Toggle off ‘Detail rows’
Optional:
Filter by Availability Profile to see different teams/departments depending on how they have been set up.
Q3. What states were my agents in today?
Report type = Availability Logs
Group by Natterbox User and then Availability State
Filter on Availability Log: Created Date = TODAY
Add in the columns: Seconds In State and Time
Sort ascending or descending based on Time
Optional:
Filter by Availability Profile to see different teams/departments depending on how they have been set up.