Agent Activity
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The Agent Availability Report in REVE Chat is an essential tool for monitoring the real-time and historical availability of your customer support agents. This report provides a visual representation of when agents are online, away, or offline, allowing managers to ensure proper coverage and optimize workforce management.
To access the Agent Availability Report, navigate to the REVE Chat dashboard and follow these steps:
Click on the Reports section from the left-hand menu.
Select Agent Analytics.
Click on Activity.
Here, you'll find the Agent Availability section, which provides a detailed view of agent statuses over time.
Time Range Selection:
Last 1 Day: Displays availability data for the past 24 hours.
Last 7 Days: Displays availability data for the past week.
Last 30 Days: Displays availability data for the past month.
Agent Filter: Allows you to filter data for specific agents or view data for all agents using a drop-down menu.
X-Axis (Time): Represents the time of day.
Y-Axis (Agents): Lists the names of the agents.
Status Indicators:
Online (Green): Indicates the periods when the agent is online and available.
Away (Yellow/Orange): Indicates the periods when the agent is away.
Offline (Gray): Indicates the periods when the agent is offline.
Hovering over the bars provides additional details such as the exact times the agent was online, away, or offline.
Navigate to the Report:
Go to the REVE Chat dashboard.
Click on Reports > Agent Analytics > Activity.
Apply Filters:
Time Range: Select "Last 1 Day," "Last 7 Days," or "Last 30 Days" from the drop-down menu to specify the time range you want to analyze.
Agent Filter: Choose a specific agent from the drop-down menu or select "All Agents" to view the availability of all agents.
Interpret the Graph:
The X-axis shows the time of day.
The Y-axis lists the agents.
Green bars indicate when agents are online, yellow/orange bars show when they are away, and gray bars show when they are offline.
Let’s consider an example where you want to analyze the availability of an agent, "Ehsanur," for the last day.
Select the Time Range: Click on the drop-down menu next to the time range and select "Last 1 Day."
Filter by Agent: Click on the drop-down menu next to the agent filter and select "Ehsanur."
View the Data:
The graph will update to show Ehsanur's availability over the last 24 hours.
Hover over the green bars to see the exact times Ehsanur was online. For example, you might see: "Ehsanur [online] Thursday, June 6, 2024, 8:35 AM to Thursday, June 6, 2024, 5:37 PM."
Monitoring Shift Adherence: Ensure agents are adhering to their scheduled shifts by comparing the expected online times with actual availability.
Identifying Coverage Gaps: Spot times when there are few or no agents online, and adjust schedules accordingly to ensure consistent coverage.
Analyzing Agent Behavior: Track patterns in agent availability to identify who is frequently away or offline and take appropriate actions.
The Agent Activity Report in REVE Chat provides a detailed overview of each agent's login and logout times, as well as the duration of their work sessions. This report helps managers track agent availability and ensure compliance with scheduled shifts.
To access the Agent Activity Report, follow these steps:
Navigate to the REVE Chat dashboard.
Click on the Reports section from the left-hand menu.
Select Agent Analytics.
Click on Activity.
Here, you'll find the Agent Activity table, which provides comprehensive data on agent work sessions.
Date Range Filter: Allows you to select a specific date range for which you want to view the agent activity data.
Agent Filter: Enables you to filter data for specific agents or view data for all agents using a drop-down menu.
Pagination: You can navigate through the pages of the report using pagination controls at the bottom.
The Agent Activity table includes the following columns:
SL No.: Serial number for each record.
Agent Name: The name of the agent.
Login Date: The date when the agent logged in.
Login Time: The exact time when the agent logged in.
Logout Date: The date when the agent logged out.
Logout Time: The exact time when the agent logged out.
Duration: The total duration the agent was logged in.
Navigate to the Report:
Go to the REVE Chat dashboard.
Click on Reports > Agent Analytics > Activity.
Apply Filters:
Date Range: Use the date range filter to select the desired period.
Agent Filter: Choose a specific agent from the drop-down menu or select "All Agents" to view the activity of all agents.
Interpret the Table:
The table lists all the login and logout sessions for the selected period.
Each row represents a single session of an agent.
Let’s consider an example where you want to analyze the activity of an agent, "Scarlett," on June 6, 2024.
Select the Date Range: Use the date range filter to select June 6, 2024.
Filter by Agent: Click on the drop-down menu next to the agent filter and select "Scarlett."
View the Data: The table will update to show all the sessions for Scarlett on the selected date. You will see entries like:
Login Time: 03:29 PM, Logout Time: 05:01 PM, Duration: 01 hr 31 min
Login Time: 01:59 PM, Logout Time: 03:27 PM, Duration: 01 hr 28 min
Tracking Shift Adherence: Ensure agents are logging in and out according to their scheduled shifts.
Monitoring Work Hours: Verify that agents are working the expected number of hours.
Identifying Irregularities: Spot any unusual login/logout patterns that may need attention.
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