You're almost there! Please answer a few more questions for access to the Applications content. Complete registration
Interested in joining? Complete your registration by providing Areas of Interest here. Register

Agent duration in current status

edited Apr 5, 2017 3:55PM in Reporting & Analytics for B2C Service 4 comments

Content

We regularly use the standard Service Cloud Current Chat Agent Statistics report to monitor our team activity.  However, I am curious if anyone knows how I might add a column with time in current status. 

Our agents have the ability to make themselves unavailable for any number of reasons, so I'd like to be able to monitor how long they are spending in these unavailable states.

Any ideas will be greatly appreciated.

Version

Service Cloud
Tagged:

Howdy, Stranger!

Log In

To view full details, sign in.

Register

Don't have an account? Click here to get started!