The Agent Timesheet feature provides a detailed view of each agent’s online presence and interaction history. It helps Admins and team members monitor agent availability and engagement over a selected time frame.
What Does the Agent Timesheet Track?
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Total Online Hours: Total time the agent was online in the given time period
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Conversations: Total number of conversations participated in.
- Conversations with Calls: Number of those conversations that included a call.
How to View the Agent Timesheet
- To view the Agent Timesheet, navigate to the One-on-One workspace in the business portal. From there, click on the Team option and then select Agent Timesheet.
- On this page, you will see a list of all agents along with their total online hours, number of conversations and conversations with calls for the selected time frame.
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Clicking on an individual agent’s name will show a breakdown of their online hours.
- To download this data, simply click on the Export option. You can export the Agent Timesheet as a CSV file.
- The exported file will contain the agent’s name, email address, total number of conversations, and the number of those conversations that included a call.
- Minimum selectable timeframe is seven days.
- Insights are shown for all agents, regardless of whether they had any activity during the selected period.
- The “Agent Online Hours” section is where all these insights are displayed.