The User Statistics option in the Menu shows a number of pre-made Reports which focus on the activity of your Users, as an example there are Reports that log the number of calls and the amount of time logged on by User by day, week and month.

Go to the Menu option, Tools > User Statistics and select either Monthly, Weekly or Daily as required.

Select the required Username and Database Area or select - all - and click the Update button.

The list shows the number of calls and also the amount of Signed on Time by day for the selected User.
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You can find out the breakdown of calls made each day by clicking on a specific day and selecting ‘View Graph’
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Then you will get a pop up display with a graph of the statistics.
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To show a more detailed log of what a single User has done while logged into the system you can go to the Menu option, Tools > User Statistics > Detailed Access Log. This will show you a breakdown of what the selected User has clicked on or updated while in the system/Account.

To view all the actions by a single user in the Assign function select the Menu option, Tools > User Statistics > Assign Log. This will show a breakdown of what Assigns have been completed by the selected User

To view all changes made to the system by a/all users per Database Area select the Menu option, Tools > User Statistics > Change Log. This will show you a breakdown of all updated fields across the selected Area.

To view real-time information on today's calls select the Menu option, Tools > User Statistics > Current Status, you can filter these results by either Team or Database Area.

To view the number of calls made on an hourly basis select the Menu option Tools > User Statistics > Calls per Hour. To configure the results shown you can add the Status and Response. You willl need to select the configure button and then select the Status or Response you would like to Report on. You can select multiple from the drop down. Select 'Save' to return to the 'Calls Per Hour' screen and view the results given.

To see at what point a User is on in the call process you will need to select the Menu option, Tools > User Statistics > Agent Call Status. This will give you a breakdown of what Users are waiting for a call, on a call and wrapping up the Account after the call.

To see a log of any changes made in Cases you will need to select the Menu option, Tools > User Statistics > Cases Log. This will give you a break down of newly created Cases, Cases that have been updated via the assign and deleted cases.

To see a Users productivity in real time go to the Menu option, Tools > User Statistics > User Monitor. Click here to know more.

To see a Users personal achievements Dashboard you will need to select the Menu option, Tools > User Statistics > Achievements. Click here to know more.