Skip to main content
Topics#Reports & DashboardsJeb Garrott's Question
Jeb Garrott (Full Sail University) asked in #Reports & Dashboards
Aug 25, 2015, 7:13 PM

Omni-Channel and Presence Reporting

I have just finished configuring Omni-Channel and have gotten it working for some use cases. I'm hoping to build a report to show the time an agent spends in the presence statuses I have setup (eg. Live Agent Online, Away, Lunch, Training, etc...) but am unable to identify the objects that hold this data to build out the report types. Would anyone know where time in presense statuses is logged or the actions of switching presence status is logged?
21 answers
  1. Karthikeyan Chandran (HCL Technologies)
    Aug 25, 2015, 7:21 PM
    create a custom report type with object Agent work,

     

    Run Reports on Your Agents’ Availability and Work Assignments

     

    Gain insight into your Omni-Channel agents’ activities with custom reports. You can run reports on your agents’ Presence Statuses and their work assignments.

     

    Want to know how much time your agents spend in a certain state or make sure they’re meeting compliance standards? Run a report or create a dashboard on the User Presence object. The User Presence object tracks your agents’ statuses throughout theirOmni-Channel sessions.

     

    Maybe you want to take a peek at how your agents are managing their work assignments. Create reports on the Agent Work object to see how many work items your agents accept and decline, their average speed to answer, or average handle times.Here’s an overview of how all the pieces of Omni-Channel fit together.

     

     
Write an answer...
0/9000