Hello,
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:
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How many chats an agent rejected & accepted
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The agents login statistics.
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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.