User logs

List of users with available and unavailable times

User Logs

The report of User Logs ensures full visibility over the availability and unavailability of the team, allowing a management that is transparent, auditable and data-driven.

What you find in the report:

• Status → Available / Unavailable.

• User → Individual identification of the employee.

• Login and Logout → Accurate recording of login/logout times or status changes.

• Reason → Associated justifications (e.g.: High demand, Absence, Strategic break).

• Time → Duration of the session in each status.

Why it is strategic:

• 📈 Capacity Management → Measures whether the team is adequate for the demand of service requests.

• 🕐 SLA Control → Connects availability with service performance.

• 🎯 Accountability → Individual and collective transparency, essential for internal audits.

• ⚡ Resource Optimization → Identifies operational bottlenecks (peaks of absence or overload).

Use Case in MCI:

• Marketing & Sales → Ensures that leads do not remain unanswered due to unmonitored unavailability.

• CS/CX & Support → Correlates absence with direct impact on average response time.

• Performance Management → Allows creating rules for balancing and scaling agents.

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💡 Strategic insight: The User Logs closes Hablla's report trail. It connects the operational level (agent status) to the strategic (impact on the customer journey), consolidating the 360º view of the conversational operation.