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Staff Activity

Monitoring staff activity is one tool for tracking their working time. Suppose the Dashboard allows you to track the activity and efficiency of staff at the current moment/over the last 24 hours. In that case, this tool will help analyze activity over any time frame.

To navigate the page, click Menu -> Analytics -> Staff Activity within the Agent Workspace on the Chat Platform.

Staff Activity Page

You can obtain the staff activity report you need by configuring the following filters:

  • Filter by date – Here, specify the period that the report will cover. Select a period lasting 1, 7, or 30 days or for the current (at the time of the report request) or the previous month. If another time frame is needed, specify it manually.
  • Department – In this field, specify the departments to display the staff activity data. Choose one or several departments or don't select any - in this case, the activity of the staff across all departments will appear.
  • Agent – Here, select the staff members that interest you. By default, the data for all staff members display.

To generate a report according to the applied filters, click Show within the Agent Workspace on the Chat Platform.

A graph represents the staff activity, the length of which is approximately equal to the length of the selected time frame. Each row displays information about the activity of a specific agent. The rows contain vertical lines of varying thickness and different colors - the color of the line indicates the status in which the staff member was, and the thickness of the line indicates the time spent by the staff member in that status.

The graph reflects all agent statuses, except for offline. Hovering the mouse cursor over a line will bring up a pop-up window with detailed information about the agent's activity during the time represented by that line.

Sections divide the graph depending on the period you want to display the staff activity information. Within the Agent Workspace on the Chat Platform, you can change the scale of the graph by moving the sliders above it.