Agent Status Detail

The Agent Status Detail report displays how much time agents who were logged into the platform spent in each status in one hour intervals for a given period. 

  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 Status Detail report:

  1. Go to Reporting > Historical Reporting.
  2. In the sidebar, click Analysis
  3. From the Select Data drop-down menu, select the Agent Status Detail data set.
  4. Click Ok and the table will load displaying the report data.

Sample Report

Click image to enlarge

This table describes each column in the Agent Status 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.
Agent ID UUID The agent's unique identifier.
24 Hour of Day Attribute

The hour of the day, in your tenant's timezone, according to the 24-hour clock. For example, 1:00 PM is listed as 13.

Online Time Measure

The amount of time between when an agent logged in and when they logged out. If the agent is currently logged in, this statistic measures the amount of time between when the agent logged in and the current time.

Online Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

This column is the sum of :

  • Idle Time, Busy Time, and Away Time columns
  • Ready and Not Ready columns
Idle Time Measure

The amount of time that agents were both Ready and Not Allocated for the given date range. Idle Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Busy Time Measure

The amount of time that agents are either: 

  • Ready and Allocated
  • Not Ready and Allocated

Busy Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Away Time Measure

The amount of time that agents are logged in, and are both Not Ready and Not Allocated for the given date range.

Away Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

.

Ready Time Measure

The amount of time that agents are logged in and have the Ready state for the given date range.

Ready Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

.

Not Ready Time Measure

The amount of time that agents are logged in and have a Not Ready state for the given date range.

Not Ready Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss).

Back to Pre-selected Data Set list