"Time In State For" field
Customer is requesting "Time In State For" field should not show the time for the State "Signed Out". This is the case when an agent hasn't signed in for the day (there is no time shown), but if the agent signs in and then signs out at the end of the day it will show how long they have been signed out.
This is working as intended. Per the help file:
The duration that the agent has been in the current ACD state for. The column value shows empty for agents that have not signed in at all within the date/time period that the corresponding report is being run for. For agents that are not currently signed in but have been previously within the date/time period of the report, the value shows the time since the agent actually signed out.
I totally get why Akixi works this way, but for whatever reason this client finds it confusing. He states: “Continuing to count the time for each agent, after they have signed out and left for the day just makes no sense. All this does is make the wallboard more difficult to read toward the end of the day. If an agent signs out, they should return to a signed out state with no stats…..they are signed out, gone, done, off work……”
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Alan Sanchez commented
This would be extremely helpful.....once the agent signs out, that means they have left for the day and we no longer need to track the status time. With all the agent status times still counting (after sign out), it makes the more difficult to read the wallboard on our office because it looks as though the agent is still working.
Please remove the time (set back to blank) when an agent signs out.
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Hi Rion
Thank you for raising your suggestion on the Akixi feedback portal, along with all the information you have provided - this is very helpful. I can see why this metric is not quite working for your customer.
Your suggestion has now been sent to the Akixi Product Team where they will review this further. Please do check back to this forum for updates.
Thanks,
Marcus