Can supervisors monitor the idle time of agents when they are offline and the campaign is also offline?
Yes, the agents' idle time can be viewed when the campaign is turned offline and the agents' are in offline mode in the phone productivity report which is available in the Phone Productivity report in the call analytics category. Follow the following instructions to pull the phone productivity report.
- Log in to the CA admin portal
- Click on Phone Productivity under the Call Analytics tab in the Historic tab as shown below.


Updated about 1 month ago