Overview
The Agent History-based templates can be used to report on agent toolbar activities such as:
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How many interactions did the agent have?
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What type of interactions (voice, chat, email)?
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What time was spent in each agent status (available, paused, manual call)
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What pause reasons were used?
The templates, which include both detailed and summary report types, are:
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Report Name |
Report Description |
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This report provides details of the activities of one or more agents for a specified period. |
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This report summarises the duration one or more agents has spent paused for each reason available to them. |
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This report summarises the duration spent paused on each day for each reason available to the agents involved. |
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This report calculates the number of agents logged in for at least part of each active campaign hour inside the reporting period. |
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This report provides details of the actions and statuses of one or more agents for a specified period. |
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This report summarises the status durations for one or more agents for a specified period. |
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This report summarises the status durations for each 24 hr period for a specified period. |
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This report summarises the status durations for one or more campaigns for a specified period. |
Fields included in each report:
Legend
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Symbol |
Description |
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The field is included in the report by default |
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The field is not included in the report by default but may be added |
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The field is available as a filter to the report |
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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 |
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Action |
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Action Date |
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Action Day |
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Action DT |
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Action End DT |
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Activity ID |
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Agent |
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Agent Actions |
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Agent Interaction ID |
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Call Direction |
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Call Type |
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Campaign |
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Date |
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Day |
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Pause Reason |
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Start of Hour |
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Time in Status |
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Unique agents logged in |
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