Now that you are switching to Explore, there has to be a simple way to run reports on agent "time online" and "time available" in talk.
How are we supposed to know how effective agents are if we don't have any historical report to show if they were even logged in as available!
This is a basic request that is long overdue. PLEASE make sure it is added asap.
Thank you
First, THANK YOU @tom12. That's exactly what I needed. The way my gmail works, I didn't scroll down far enough to realize there is a second separate email with another zip file. When you provided the name of the zip file, that is what made me realize this! I was only ever seeing the first zip file chat_analytics.
Second, sharing a bit of hopefully helpful info. I saw what you mean about the date and time being a string instead of datetime in Excel. I found that if you copy/paste the data into Google Sheets, it reads it correctly and makes it a usable datetime field without formulas and whatnot. Then you just need to add or subtract your timezone difference. For me, we are currently 5 hours different, so I needed to subtract by 5hr/24hr = 0.2083 of a day. Basically this is just saying 5 hours is 0.2083 of a day so sheets knows to take that from the time. (If you just -5, you'll subtract from the days instead of the time.)
Hello everyone! I am thrilled to announce that agent state historical reporting has reached GA! Please see this announcement for more information.
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