Hi everyone!

I’m Joanna from Praso’s CX Ops team, and we’re looking for a way to track our team’s productivity more effectively. Ideally, we’d love to have access to a report or even raw database logs from the inbox dashboard that provide a snapshot of each agent’s activity per hour.

This would help us calculate our team’s occupancy rate, showing key insights such as:
The number of agents active per hour
How many conversations each agent was handling
How many customers were waiting in the queue

With this data, we could better assess whether our team size is optimal and make informed adjustments to improve efficiency.

Has anyone implemented something similar, or does anyone have insights on how to retrieve this kind of data? We’d love to hear your thoughts!

Thanks in advance!