The User Status History+ dashboard allows you to dig into the activity of each user by looking at the different user statuses that user has had over time, when, and how long they spent in that status.
You will be able to track the following aspects of performance:
- Alignment of user activity with their schedule: Are they spending enough time available, in-call, or doing back office work? Are they out to lunch or on a break at the right times of the day?
- Identify and investigate outliers: Where you notice a specific user has spent an undue amount of time in a specific status (such as ‘do not disturb’), you can dig into the reasons for this and respond with coaching or resolving any underlying issues with configuration.
You will also be able to export this data to create your own performance metrics based on your specific needs.
Availability of this dashboard
This dashboard is currently available to customers with the Analytics+ add-on. Only users with an Admin or Supervisor role will be able to view this dashboard.
Terms used in this dashboard
The main terms used in this dashboard are defined in the article Analytics: Terms.
The list of users status and their definitions can be found in the article Analytics: User status list. Please note that this article also provides useful details regarding how to interpret the data provided.
Filters used in this dashboard
The list of filters available in this dashboard are as follows (for more details on these filters, please see the article Applying filters (other dashboards)):
Filter
|
Description |
Date |
The date range you wish the data in this dashboard to reflect. This dashboard will include user events that begin within this date range in the selected timezone. Note: You can not select more than 3 days at a time. If you want to select a larger period of time, you may make several requests of up to 3 days each. For example, should you need to see your users' status history from 1 April to 6 April, you would need to select the data from 1 April to 3 April, and then 4 April to 6 April, in two separate requests. |
Timezone | The timezone in which the selected date will take place. |
Users | The specific users to which you wish the data to relate. |
Users belonging to team |
This filter displays all calls and events linked to users in the selected team at the time of the call or event. Please note that filtering by Users belonging to team removes all unanswered inbound calls for the reason that missed calls cannot be related to a single user if several users don’t pick up. Please refer to this article for more details. |
Status | The specific user status you want to focus on. |
Next status |
This will filter the data by statuses that were followed by a specific user status. For example, if you filter by Next status > Do not disturb, the dashboard will display user events where, when the status ended, the next status set was ‘do not disturb’. This allows you to access more context on the events that preceded the user setting a ‘do not disturb’ status. |
General Tips
Tip |
Description |
Hide and show elements of a graph | If you would like to remove a specific metric from a graph, click directly on the legend. Click on the legend again to make it reappear. |
Sort data tables | Sort data tables by any column by clicking on the column heading. |
Export | Read how to export the data here. |
Tooltips | Hover over the "ℹ" icon to access quick guidance from within the dashboard itself. |
Limit the number of lines in a data table |
Data tables can’t display more than 5000 elements. If this limit is reached, a warning message will be displayed explaining how to overcome that limitation by exporting the table (see also the video below). Please note that, whenever possible, you should narrow down your search using filters to enable faster displaying and downloading of results. |
How to export all the lines of the table, and not only the one visible on the screen:
User Status History Table
The user status history table contains the complete list of statuses the selected users passed through during the selected date range. Simply click on the heading of any column (User, Status, Started at, etc.) to sort the table by that column.
This table provides the following data:
Column |
Tooltip description |
User | The name of the user. |
Status | The status of the user. |
Started at | The date and time at which the status started (in the selected timezone). |
Ended at | The date and time at which the status ended (in the selected timezone). |
Next status | The next status the user changes to after this specific status ends. |
Time in status | The time spent in this specific status before moving to the next status (hours:minutes:seconds). |
Time in status (in sec) | The time spent in this specific status in seconds. |