I’m sorry if this question has been asked before, I’m completely new to Openfire and inherited it from my predecessor. Presently I’m trying to upgrade to a newer version of Openfire and I need to know if there is an easy way to gather the following metrics:
How many chats an agent rejected & accepted
The agents login statistics.
The average Wait time for a user in queue to reach an agent.
I need to have this information offloaded so that we can report agent stats.
Any references or help would be immensely appreciated.