Overview

The Agent History-based templates can be used to report on agent toolbar activities such as:

  • How many interactions did the agent have?

  • What type of interactions (voice, chat, email)?

  • What time was spent in each agent status (available, paused, manual call)

  • What pause reasons were used?

The templates, which include both detailed and summary report types, are:

Report Name

Report Description

Agent Actions Ungrouped

This report provides details of the activities of one or more agents for a specified period.

Agent Pause Reason Ungrouped

This report summarises the duration one or more agents has spent paused for each reason available to them.

Agent Pause Reason by date

This report summarises the duration spent paused on each day for each reason available to the agents involved.

Billing: Agent Hours By Agent

This report calculates the number of agents logged in for at least part of each active campaign hour inside the reporting period.

Billing: Agent Hours By Campaign

This report provides details of the actions and statuses of one or more agents for a specified period.

Billing: Agent Hours By Date

This report summarises the status durations for one or more agents for a specified period.

Billing: Agent Hours Ungrouped

This report summarises the status durations for each 24 hr period for a specified period.

Billing: Agents Logged In By Hour

This report summarises the status durations for one or more campaigns for a specified period.

Fields included in each report

Field

Agent Actions Ungrouped

Agent Pause Reason by Agent

Agent Pause Reasons by Date

Billing: Agents Logged In By Hour

Billing: Agent Hours Ungrouped

Billing: Agent Hours By Agent

Billing: Agent Hours By Date

Billing: Agent Hours By Campaign

Action

 

 

 

 

 

 

Action Date

 

 

 

 

 

Action Day

 

 

 

 

 

 

Action DT

 

 

 

 

 

 

Action End DT

 

 

 

 

 

 

Activity ID

 

 

 

 

 

 

Agent

 

 

 

 

Agent Actions

 

 

 

 

 

 

 

 

Agent Interaction ID

 

 

 

 

 

 

Call Direction

 

 

 

 

 

 

Call Type

 

 

 

 

 

 

Campaign

 

 

 

 

 

 

 

Date

 

 

 

 

 

 

Day

 

 

 

 

 

 

 

Pause Reason

 

 

 

 

Start of Hour

 

 

 

 

 

 

 

Time in Status

 

Unique agents logged in

 

 

 

 

 

 

 

Legend

Symbol

Description

The field is included in the report by default

The field is not included in the report by default but may be added

 

The field is available as a filter to the report