NocTel Insight Documentation
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Agents who neglect to go Offline at the end of their shift may cause erratic data to be rendered. For example, an agent who finishes their shift on a Friday and does not return to duty until the following Monday leaves themselves in an Available status. This Available status would be ongoing until the following morning (48+ hours) when they return to duty and take a call from queue. Flow's backend makes no assumptions about agent status durations and will not log status changes until a new status change "closes out" the current status.

Therefore, agents who do not manage their statuses properly as well as supervisors who do not recognize or correct this behavior, may result in some report renderings showing excessively long status durations. NocTel will not correct these errors as it is your responsibility to manage Agents and their presence.

Status Inspection

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Whereas the Status Activity reporting above summarizes Agents' presence in Flow, Status Inspection reports provide a means of viewing individual status changes relative to the pertinent Agent(s) and Flow Status(es). These reports are commonly used to identify pattern bad behavior such as agents who may be transferring callers rather than addressing them (e.g.: very short Talking status durations), Agents who are not attentive and are missing calls offered to them (e.g.: Redirect statuses with long durations indicating the Agents themselves are not aware they missed a call), and Agents taking longer than standard Break or Lunches; to name a few examples.

The Status Durations are heat mapped to visually give an idea of whether or not particular instances are on one extreme or the other. This heat mapping is most effective when doing focused exploration on a particular Agent and a particular status.

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