Add agent name to 'not available code usage' report
The ACD N/A Code Usage report allows you to view individual or multiple agents together. However, when selecting more than one agent, the code usage times are not broken down by agent.
There is no option to add the agent name field to the report, but it would be helpful when running this report to see each individual's code usage times rather than a total amount of time per code for all agents combined.
Thanks for listening.
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James commented
Hi Marcus
Thanks for the fast reply!
This is a perfectly acceptable solution - we'll just create a new ACD Agent List report and do as you suggest.
Feel free to mark this suggestion as already being available, unless you do think it would benefit other customers to have this info in the ACD N/A Code Usage report.
Thanks again.
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Hi James,
Thanks for submitting this suggestion. This is a really good idea and I can see how having the ability to filter ACD N/A code usage by agent would be beneficial into tracking agent performance. We will consider this enhancement for future release.
As a workaround for now, you could use the ACD Agent List report to show the individual agents and the time spent in each N/A code. Simply add the required agents to the report and then add the 'ACD Times > Not-Available Code Times' fields to the report.
(Edited by admin)