Agent Activity

Agent Activity

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.

Accessing the Agent Activity Report

To access the Agent Activity Report, follow these steps:

1. Navigate to the REVE Chat dashboard.
2. Click on the Reports section from the left-hand menu.
3. Select Agent Analytics.
4. Click on Activity.

Here, you’ll find the Agent Activity table, which provides comprehensive data on agent work sessions.

Key Features of the Agent Activity Report

Filters and Options

• Date Range Filter: Allows you to select a specific date range for which you want to view the agent activity data.
• Department Filter: Allows you to filter agent list based on available departments
• Agent Filter: Enables you to filter data for specific agents or view data for all agents using a drop-down menu.
• Status: Allows you to filter agent activity based on the agents status
• Break Reason: Users can filter their agent list based on their break reasons. Users can create custom break reasons from agent management. Click here to learn more.

Table Columns

The Agent Activity table includes the following columns:

• Agent Name: The name of the agent.
• Start Date & Time: The exact time & date when the agent logged in.
• End Date & Time: The exact time & date when the agent logged out.
• Status: Displays each agent’s status along for that exact start and end time.
• Duration: The total duration the agent was logged in.
• Overdue: Extra time an agent stays in a break status beyond the allocated limit, helping monitor extended away periods.
• Reason: Predefined reasons an agent took for an away period.

Step-by-Step Tutorial

Viewing the Agent Activity Report

1. Navigate to the Report:
   • Go to the REVE Chat dashboard.
   • Click on Reports > Agent Analytics > Activity.
2. 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.
3. 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.

Example: Analyzing a Specific Agent’s Activity

Let’s consider an example where you want to analyze the activity of an agent, “Scarlett,” on June 6, 2024.

1. Select the Date Range: Use the date range filter to select June 6, 2024.
2. Filter by Agent: Click on the drop-down menu next to the agent filter and select “Scarlett.”
3. 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

Practical Use Cases

• 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.