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Keep tabs on your agents with Agent Availability report
Track your agent's presence and activity on Freshdesk Messaging with Agent Availability Report.
Click on the Reports icon in the left menu bar. Go to Agent Availability.
You will be able to see the online and active on IntelliAssign time for all your agents.
You can view this data for a specific time period by clicking on the calendar drop-down.
Or you can choose to see the data for specific agents/groups by clicking on the filter icon.
You can view this data in Median, Average or 90th percentile values.
To track a specific agent's availability in your Freshdesk Messaging account, click on their name.
Here you can see a list of things,
- Groups the agent belongs to
- Average online, first online and last online time
- Average, first and last active on IntelliAssign time
You will be able to see the duration for which the agent was online and active on IntelliAssign for each day for a specific time period. You can change this time period from the calendar drop-down in the top left corner of the screen.
Plus, you get a legend view of the agent's activity for each hour of a day. You can change the threshold for this legend by clicking on the gear icon.
You can download a report for each agent.
Or go back to the Agent Availability page and download an overall report for all your Agents on Freshdesk Messaging.