We have made an update to the Agents tab in Reporting in order to improve usability and data load speed across all historical data reports. The ‘Number of Agents’ graphic, with time-in-status summary, has been deprecated; those data remain available in Scheduled Reports, as described below.
Agent-level reporting, along with graphs and time-in-status information are still available under the general metrics per agent by clicking the "Details” link next to an agent:
This data can also be exported for in-depth analysis by accessing the Agents Report under our Scheduled reports tab.
Total time in status for all agents can quickly be calculated by adding up the time in each status per agent. Download an example.
If you have any queries or concerns, please reach out to your CSM or contact our support team: [email protected]