For the complete documentation index, see llms.txt. This page is also available as Markdown.
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.
💡 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.
