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Reports Overview
Reports: Chats

User Logs

6min

The User Logs Report provides a detailed view of user activity and status changes over a selected timeframe. This report enables administrators and managers to track team availability, activity duration, and status transitions.

Purpose

The User Logs Report helps businesses monitor agent activities and their availability to ensure efficient team management and resource allocation.

Getting Here

This module is accessible to Admins, Managers, and users with reporting privileges. Restricted users cannot access this report.

  1. Navigate to the Reports module from the left-hand menu.
  2. Under the Chats section, select User Logs.

Key Features

  1. Timeframe Selection:
    • Analyze logs for predefined or custom timeframes:
      • Today
      • Yesterday
      • This Week
      • Last Week
      • This Month
      • Last Month
      • Custom (specific date range)
  2. User Filter:
    • Filter the logs by specific users to focus on individual activity or view data for all users collectively.
  3. Columns:
    • User Name: The name of the agent or team member.
    • Status: The user’s current or historical availability status, such as:
      • Online: Active and available.
      • Away: Temporarily unavailable.
      • Offline: Not logged into the system.
    • Time Start: The start time of the activity or status.
    • Time End: The end time of the activity or status.
    • Duration: The total time the user spent in a specific status.
  4. Pagination:
    • View detailed logs in pages, with options to adjust the number of entries displayed per page.

Exporting the Data

The data from the Conversations Matrix can be exported in multiple formats:

  • CSV
  • Excel

To export:

  1. Right click on the report.
  2. Select the Export option (Hint: It's the last one).
  3. Select your preferred file format.
  4. The download begins automatically.

Practical Use Cases

  1. Team Availability Monitoring:
    • Identify periods when team members were online, away, or offline to optimize availability for customer support.
  2. Productivity Tracking:
    • Analyze time spent in various statuses (e.g., Away or Offline) to address productivity bottlenecks.
  3. Scheduling and Resource Management:
    • Use duration insights to identify patterns in team behavior and improve scheduling efficiency.
  4. Historical Log Analysis:
    • Review user logs to investigate specific incidents or patterns during critical operational periods.

Best Practices

  1. Regular Monitoring:
    • Check logs weekly to ensure optimal team performance and address any deviations proactively.
  2. Filter by User:
    • Use the user filter to focus on specific agents for detailed performance assessments.
  3. Identify Patterns:
    • Analyze trends in availability and duration to adjust staffing during peak periods.
  4. Export Data for Review:
    • Use the Export feature to share insights with stakeholders or analyze data offline for comprehensive reviews.

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Updated 25 Dec 2024
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