System Admins and Global Users can use the Agent Status Report to spot patterns in agent call availability and call durations.

Access the Agent Status Report

1. Open the Dashboard by selecting the bar graph icon in the upper left corner.

2. Select Telephone Report.

3. Select Agents Available on the right side of the screen.

4. Use the Status, Agents, Status Changed By, and Date filters to narrow your search.

Every day, status changes for each agent are monitored to help understand when agents are on and off the queues.