As an administrator, it will often be useful to know which agents have been logged in today. To get an overview of this, in your Admin account:
- Go to the Overview page.
- Go to the Agent statistics subpage.
Here you will find a table displaying all agents who have logged in today. The table refreshes overnight, so you won't be able to see who was logged in yesterday.
- If you want to see only the agents who are currently logged in, click to tick the Show only logged in agents check box.
You can filter the list further.
- To only see agents associated with a particular Office, click the drop-down list and select the preferred option. Likewise, click the Workshift drop-down list to filter the list to focus on one shift.
- Click the Use button to apply the filter.
Grouping by project
If your agents work across several different projects, you may wish to see which agents have been working on which projects today. If so:
- Click the Grouping drop-down list and select Project.
- Click the Use button to apply.
You will now see separate tables for each project which has been active today, showing the agents who have logged in to that project. Note that if your agents switch between projects during a normal working day, they will appear multiple times in this view, once for each project they worked on.
You can click on the header of any of the columns to sort the table based on that column.
|Name||The name of your agent as defined when their account was created. Check this article for more on creating agents.|
|Status||The agent's current activity. For more on agent activities see Viewing and amending agents' activities.|
|Log time||This shows the log-in or log-out time, depending on the agent's current status.|
|Total time||This is the total amount of time the agent has been logged into LeadDesk.|
|Project||The current project the agent is working on.|
|Agent group||The agent's Agent group, if any, will show here.|
|Calls||The total number of calls done by the agent today.|
|Answered calls||The total number of calls answered by the agent today - note that this includes calls offered to the agent by Progressive or Preview calling.|
|Talking time||The total amount of time the agents has spent on calls.|
|Finals||How many times the agent has selected call ending reasons that finalised the contact. Finalised contacts are no longer active for automatic calling.|
|Deals||The number of times the agents has selected the Deal call ending reason.|
|Points||If points have been assigned to either Call ending reasons or Products, the agent's scored points will be showed here.|
|Deals per hour||Average number of deals per hour by the agent.|
|Success rate||Percentage of deals to all finalised calls.|