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Idea

    Integrate desktop and browser log files so reporting is...
    Idea posted July 6, 2018 by Kati MiddletonRegular, tagged Agent Browser UI, Agent Desktop, Reporting 
    57 Views
    Title:
    Integrate desktop and browser log files so reporting is accurate
    User Story / Description:

    As an admin, I have noticed that there is a disconnect between desktop and browser applications when it comes to being able to pull reports. As an example, if someone logs into the browser application, the desktop app is not aware of it, making our analytics skewed. Having about 50% of our agents regularly login to only the browser app, having accurate metrics at the end of the day about number of agents logged in, how long they were logged in, how many incidents they serviced, etc. would be beneficial. This would help not only our admins but also the agent's supervisors.