Phone Availability Metric | Community
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Submitted

Phone Availability Metric

Related products:Reporting
  • July 3, 2025
  • 1 reply
  • 20 views
G

Our team does not provide omnichannel support—our agents are only available via phone during specific hours of the day. We would like to track the number of hours each agent's channel availability was set to "Phone" on any given day. This will help us measure whether an agent was available to take calls for the full duration of their scheduled phone shift.

    1 reply

    M
    • Madeline G.
    • New Participant
    • October 3, 2025

    I came here to submit this same request. We would like the ability to report retroactively on agent availability by channel within the reporting feature, as opposed to having to constantly monitor the real-time dashboard. With no current way to retroactively review this in reporting, it makes it difficult to track agent behavior and ensure balanced workload distribution. This feature would give us a clearer picture of channel coverage and agent behavior, which is crucial for workforce management and fair coaching.

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