Hi,

We need to track our agents' activity, and the "Agent Availability" report could be helpful for that.

However, this report depends on the "My Availability" option that only agents can enable or disable on their end - administrators cannot enforce that option without having to ask each and every agent in the organisation to enable it.

As a result, the report that could come in handy is simply useless because only 5 users have enabled this option.

Is there a way to get the actual agent availability as an administrator and have an actual tracking of times that is not based on an agent's decision to enable an option? Plus, it would be a great addition to have the possibility to list only the last logon time per agent, so that we can easily identify accounts that aren't used anymore in the organisation.

Thanks.