Agent Presence Reason Detail
The Agent Presence Detail report lists each time that agents change their presence reason and the total time that they had the reason selected. For example, you can see if agents were in a paused state because they rejected a work offer.
| This information is specific to this data set, with these metrics selected. The metrics itemized below will be pre-selected by default in Analysis. Adding or removing a column will modify data results as outlined on this page. |
Build the Agent Presence Reason Detail report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Agent Presence Reason Detail data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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Click image to enlarge |
This table describes each column in the Agent Presence Reason Detail report:
| Name | Type | Description |
|---|---|---|
| Tenant Name | Attribute | The name of the tenant that the agent was logged in to. |
| Agent Name | Attribute | The agent's first name and last name. |
| Event Time | Attribute |
The date and time, in your tenant's timezone, that the agent's presence reason changed. The date is in MM/DD/YYYY format. The time is in 12-hour format. |
| Reason List | Attribute | The name of the presence reason list containing the reason code that the agent selected. Both the inherited presence reason list called System Presence Reasons and any custom presence reasons lists assigned to the agent are included. |
| Reason Code | Attribute | The reason code for the agent's presence state for the given period of time. |
| Away Time | Measure | The amount of time that the agent had the specified reason code selected. The time is listed in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Interaction ID | UUID |
The interaction ID for work that the agent rejected. Rejecting work puts agents in a Paused state. |
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Logged In Time (Optional addition) |
Measure | The amount of time between when an agent logged in and when they logged out. This value is only populated for a given session after that session has ended (agent has logged out). |
