I like that you can see what your agent has done in the past, even if he/she was off shift when an important event occurred. It sometimes takes some time for the info to show up in the system if it's been days since the call occurred. The reporting tool makes it easier to track reports across multiple agents, especially those who are not always at their desks or logged into the system. I am able to keep in touch with our team during downtime by sending them text messages. This helps us avoid…