Agent History Dataset
Overview
This definition provides the following information to the report user:
What templates are provided by default that use this dataset
What fields are included in the dataset and how the field value is calculated, where applicable.
Where to find this feature
Open the Workspace.
Select the Live Reports tab.
Hover over Administration.
Select Reports.
Select the Create tab.
Open the Data Set drop-down selection list.
The report templates that are based on this dataset include:
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 by Agent | 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: Agents Logged In by Hour | 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 Ungrouped | This report provides details of the actions and statuses of one or more agents for a specified period |
Billing: Agent Hours By Agent | This report summarises the status durations for one or more agents for a specified period |
Billing: Agent Hours By Date | This report summarises the status durations for each 24 hr period for a specified period |
Billing: Agent Hours By Campaign | This report summarises the status durations for one or more campaigns for a specified period |
The fields included in the dataset are:
Field | Description |
|---|---|
Action | The name of the action performed (log in, waiting, chat, talking, wrapping, pause, logout, preview, dialling, manual preview, hold, auto logout, email) |
Action Date | The date on which the action was performed (start or end?) |
Action Day | The day of the week on which the action was performed (Mon, Tue, Wed…) |
Action DT | The timestamp at the start of the action |
Action End DT | The timestamp at the end of the action |
Activity ID | The unique identifying number, assigned by the system, for the action |
Agent | The name of the agent who performed the action |
Agent Interaction ID | The unique identifying number, assigned by the system, for the agent-contact interaction |
Call Direction | The options are: In, Out, Unknown |
Call Type | The options are: Agent Call, Call, Diverted Call, Diverted Queue Call, Extension, Manual call, Outbound, Email, and Web Message. |
Date | The date for the 24 hr period being reported |
Day | The day of the week for the 24 hr period being reported |
Pause Reason | The pause reason selected by the agent. Pause reasons are created for each campaign or organisation by the Administration Team |
Time in Status | The duration of the status prior to the action |