Agent History-based Report Templates
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 |
This report provides details of the activities of one or more agents for a specified period. | |
This report summarises the duration one or more agents has spent paused for each reason available to them. | |
This report summarises the duration spent paused on each day for each reason available to the agents involved. | |
This report calculates the number of agents logged in for at least part of each active campaign hour inside the reporting period. | |
This report provides details of the actions and statuses of one or more agents for a specified period. | |
This report summarises the status durations for one or more agents for a specified period. | |
This report summarises the status durations for each 24 hr period for a specified period. | |
This report summarises the status durations for one or more campaigns for a specified period. |
Fields included in each report:
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 |
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 |
|
|
|
|
|
|
|
|