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SMS Login Reports

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SMS Login Summary

See the amount of time that your agents spent logged in Bold360 with regards to handling SMS. For a given date range, this report shows the number of hours and minutes each agent was logged in as either Available or Away. A breakdown by Bold360 client application is also included.

Reported data:

Operator
Name of the agent.
SMS Available - Total
The total time the agent spent in available status.
SMS Available - .NET
The total time the agent spent in available status in the .NET client.
SMS Available - Web
The total time the agent spent in available status in Web Workspace.
SMS Available - Mobile
The total time the agent spent in available status in the iPhone app or using the web client on a mobile device.
SMS Away - Total
The total time the agent spent in Away status.
SMS Away - .NET
The total time the agent spent in Away status in the .NET client.
SMS Away - Web
The total time the agent spent in Away status in Web Workspace.
SMS Away - Mobile
The total time the agent spent in Away status in the iPhone app or using the web client on a mobile device.
% Forced
Percentage of total Away time that was forcibly put in Away status by ACD for not answering an item.

SMS Login Details

See the time of day associated with both login and logout behavior of agents with regards to handling SMS. The report can be grouped by date or agent and shows the time of day associated with a variety of login/logout behavior. The report shows the client the agent used and what action they took, whether that was logging in as Available or Away, or logging out.

Reported data:

Operator
Name of the agent.
Time
The time of changing the agent's status.
Client
The client where the agent's status was changed.
Action
The action that was taken to change the agent's status.