Agent Status Summary Report
This report summarizes how much time agents spent in each state while signed into the platform 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 Summary Report report:
- Go to Reporting > Historical Reporting.
- In the sidebar, click Analysis
- From the Select Data drop-down menu, select the Agent Status Summary Report data set.
- Click Ok and the table will load displaying the report data.
Sample Report
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This table describes each column in the Agent Status Summary 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. |
| 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). |
| Agent Hold Time | Measure |
The amount of time that an agent was on hold during an internal consult. Agent Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Agent Initiated Customer Hold Time | Measure |
The length of time that an agent, who isn't in internal consult, has a customer on hold. In other words, this statistic is measured when there is only one agent interacting with the customer and the agent places that customer on hold. Agent Initiated Customer Hold Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Agent 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). |
| Agent Idle Time (%) | Measure |
The ratio of the agent's idle time to their online time. |
| Agent Busy Time | Measure |
The amount of time that agents are either:
Busy Time is formatted in days, hours, minutes, and seconds (d:hh:mm:ss). |
| Agent Busy Time (%) | Measure |
The ratio of the agent's Busy time to their Online time. |
| Agent 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). |
| Agent Away Time (%) | Measure |
The ratio of the agent's Away time to their Online time. |
| Agent 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). |
| Agent Ready Time (%) | Measure |
The ratio of the agent's Ready time to their Online time. |
| Agent 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). |
| Agent Not Ready Time (%) | Measure |
The ratio of the agent's Not Ready time to their Online time. |
| 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). |
