Agent Status Audit
Agent Status is a feature that displays the current state/availability of the agent in their profile. Agent Status Audit allows the supervisor/admin to track their agents' status effectively, including tracking of all the status changes, providing better visibility on their work hour breakup. Every status change is audited by Zoho Voice, and those reports can be generated.
Why audit the Agent Status?
Overview of the Agent's Activity: The supervisor/admin can view the overall hours breakdown of their agents' activities. They can also view, in correlation with queue calls and their ringing order. By comparing the log data with ringing orders and agent activity, supervisor/admin can get a clearer picture of the agent who was offered a call and why other agents did/did not respond.
Personnel Management: Data on agent status gives you insight into your workforce requirements. For instance, analysing the On Break status of agents in a queue will help you know the queue efficiency by managing the agents' break time.