# User logs

### 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**.

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<figure><img src="/files/cd566b591561503da5430f17542eb1da3204374d" alt=""><figcaption></figcaption></figure>


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