Feature request for Reports: Create reports for agent activity.

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This conversation has been merged. Please reference the main conversation: Reports: more advanced reporting options.

Feature request for Reports: Create reports for agent activity, specifically by agent presence (Available, Busy, DND) and by Accept Call Queue Calls (enabled, disabled). Currently we have no visibility to the state of the agents in the queue.
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Posted 3 years ago

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Danno, Champion

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That information is typically found in Call Center applications.  RC does have an optional Call Center package that provides that information.
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Brent Collins

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Any update on this?  Reports which provide agent activity based on 'accept call queue calls'? 
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Saadet, Employee

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Hi Brent, there is no ETA on this feature. Have you looked at the Contact Center package we offer?

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