User Status Logs
11 min
The User Status Logs Report๏ปฟ 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.
Getting Here
This module is available to Admins, Managers, and users with access to the Reports module.
Steps to Access:
Using the Report
Timeframe Filters
- Period Selector: Choose date ranges to filter user activity and click Apply to get the timeframe.
User Filters
- User Dropdown: Select individual users to analyze or view logs for all users combined.
Interactive Timeline
- 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.
Exporting Data
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.
Example Scenarios
- 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.
Practical Use Cases
- 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.
Best Practices
- 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.
FAQs
- Can I see how often a user switches between statuses in a day?
- Yes, the visual timeline displays each status change (Online, Away, Offline) using color-coded dots. Frequent status changes will appear as dense clusters of dots within a short time span.
- No, this report only shows when the status changed, not the duration. For duration data, refer to the User Logs Report.
- Why does a user appear as โOfflineโ during work hours even though they were active?
- This may happen if the user wasnโt actively logged into the system or experienced connectivity issues. Itโs best to cross-check with the User Logs Report for more details.
- What if a user shows no status dots at all for a selected period?
- If no data appears for a user, it likely means they werenโt active on the platform during that timeframe. Ensure your filter settings are correct.
- Can I track multiple users side by side?
- No, the report shows one userโs timeline at a time. You can switch users from the dropdown to compare them individually.
- Why canโt I export the data from this report like other reports?
- Exporting is not supported due to the interactive visual format of the timeline. Consider taking screenshots or use the User Logs Report if you need an exportable alternative.
- Does the report show statuses outside of business hours?
- Yes, it includes all activity within the selected date range, regardless of time of day. This helps identify users who log in after hours or on weekends.
- Is this report suitable for auditing attendance or shift compliance?
- Yes, especially when combined with schedule expectations. While it doesnโt show scheduled shifts, the visual status timeline offers strong visibility into presence and gaps.
- How often is the data updated?
- Data in this report is updated in near real-time, reflecting status changes shortly after they occur, though exact timing may vary based on system sync intervals.
- Can Away status be set manually by users or only automatically?
- The Away status can be manually triggered by users or set automatically based on inactivity, depending on platform settings configured by your system administrator.