User Status Logs
The User Status Logs report visualizes the online, offline, and away statuses of users over a selected timeframe. It allows managers to monitor user availability patterns and ensure appropriate staffing levels for handling conversations.
Purpose
This report is designed to track the activity patterns of team members by displaying their status transitions over a specific period. The visualization helps analyze user availability trends and provides insights into individual performance management.
This module is available to Admins, Managers, and users with access to the Reports module.
Steps to Access:
- Navigate to the Reports section on the left-hand menu.
- Under the "Chats" category, select User Status Logs.
- Period Selector: Choose pre-defined or custom date ranges to filter user activity. Options include:
- Today
- Yesterday
- This Week
- Last Week
- This Month
- Last Month
- Custom (specific date and time ranges)
- User Dropdown: Select individual users to analyze or view logs for all users combined.
- Visualizes status changes across the selected period.
- Green Dots: Represent times the user was online.
- Red Dots: Indicate times the user was offline.
- Orange Dots: Show when the user was marked as away.
The User Status Logs can currently only be reviewed on-screen. Export functionality is not available for this report. To document specific findings, screenshots may be used as a temporary workaround.
- Analyze Availability Patterns: Identify users with frequent offline periods during working hours.
- Monitor Response Times: Assess how user statuses align with response or resolution performance metrics.
- Optimize Staffing: Plan team schedules by analyzing peak offline periods and away times.
- Team Availability Audits: Use this report to confirm if team members are online during their scheduled shifts.
- Performance Reviews: Compare logged statuses with performance metrics, such as conversations assigned and resolved.
- Workflow Optimization: Identify peak offline times to reallocate workloads or adjust working hours for better coverage.
- Set Specific Periods: Use the custom period selector to narrow down activity for performance reviews.
- Combine Filters: Apply both time and user filters to focus on individual staff behavior over specific periods.