We have recently implemented live chat and one of the things our team leaders want is a day to day report with the duration each agent spends in each state. I think they will, in future, want to see how long each queue was "manned" during the open hours.
Ideally, the agent presence history table would include a start/end time and duration for each state and have records to close and open each date at midnight. But apparently this is not something we can achieve without customizing beyond my company's level of comfort.
Our development team have tried using metrics to track time in status (based on changes to the agent presence table) but there are a number of constraints that are impacting how useful this reporting is.
How do you report on agent/queue availability and what does your visualization look like?
