12.3.1. Reports with the Availability Logs Object

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.