Using the Agent List report, you can track exactly how long home-workers are spending in custom not available states. This is ideal for tracking the performance of your staff and obtaining insight into how employees are allocating their time out of the office.
Viewing custom states:
On your telephony platform you can tailor the list of not available code states to help monitor your home-working employees. These custom states can then be pulled into Akixi to report on. Akixi Administrators can view these states in Akixi by accessing the ‘Codes’ tab – these states are labelled as ‘ACD Not-Available’.
Adding staff to the report:
The first step involves adding the users who are to be monitored on the report.
Create/Modify Agent List report > 1. Click the Filter tab > 2. Select agents from the ‘ACD Agent(s)’ field.
Adding custom state fields to the report:
Once the users have been selected, the next step involves adding the not available duration stats. These fields will display the time duration that each employee has spent in the N/A state. When adding the not available time fields to the report, you can add both the total duration spent in the N/A state and the average time spent the user has spent in the N/A state.
1. Click the Fields tab > 2. Click Add > 3. ACD Times > 4. Not-Available Code Times > 5. Select the required N/A time fields > 5. Click OK.