StringeeX
StringeeXContact UsIntegration
English
English
  • I. Introduction
    • 1. Register a new account
    • 2. Log in - Log out
    • 3. Change user information
    • 4. Making outbound calls
    • 5. Receive inbound calls
    • 6. Actions in the call
    • 7. Account Status
  • II. System Features
    • 1. Dashboard
      • 1.1. Inbound calls
      • 1.2. Outbound calls
      • 1.3. Chats
      • 1.4. Tickets
      • 1.5. Campaign
    • 2. Company
      • 2.1. Company management
      • 2.2. Company details
      • 2.3. Create a company filter
    • 3. Contact
      • 3.1. Contact management
      • 3.2. Contact details
      • 3.3. Create contact filter
    • 4. Ticket
      • 4.1. Ticket management
      • 4.2. Ticket details
      • 4.3. Advanced filter for tickets
    • 5. Advanced filter
    • 6. Reports
      • 6.1 Statistical reports
        • 6.1.1 Call
          • Call reports
          • Call history reports
          • Report on call center performance by time
          • ACD(Automatic Call Distributor) performace
          • History of call distribution to agent
        • 6.1.2 Chat
          • Chat statistics
          • Chat history
          • Agent's chat performance
        • 6.1.3 Agent
          • Agent activity report
          • Agent performance
          • Agent status change history
          • Agent status report
          • Report agent by ticket fields
        • 6.1.4 Ticket
          • Ticket report
          • Deleted ticket report
          • Report of ticket by drop-down field
        • 6.1.5 SMS
          • SMS report
          • SMS history report
        • 6.1.6 SLA
        • 6.1.7 Outbound call campaign
          • Customer report
          • Call report
        • 6.1.8 Email campaign
          • Email campaign report
          • Survey summary report
        • 6.1.9 eKYC
      • 6.2 Real-time monitoring
        • 6.2.1 Call monitoring
        • 6.2.2 Chat monitoring
        • 6.2.3 Agent monitoring
        • 6.2.4 Queue monitoring
    • 7. Chat
      • 7.1. Chat details
      • 7.2. Chat notes
    • 8. Knowledge base
    • 9. Settings
      • 9.1 Service management (Customer service)
        • 9.1.1 Details
        • 9.1.2 Role & Permission
        • 9.1.3 Personnel list
        • 9.1.4 Configure receiving channels
          • Channels
            • Queue
            • IVR Tree
            • Hotline numbers
            • Routing
            • Greeting message file
            • Blacklist numbers
            • Call settings
            • SIP account
          • Internet calls
          • Email
          • Live chat
          • General configuration
          • Facebook
          • Zalo
        • 9.1.5 Ticket configuration
          • Ticket field configuration
          • Marco
      • 9.2 HR & Team management
        • 9.2.1 Personnel
          • Agent list management
          • Set up personnel information
        • 9.2.2 Group
          • Group list management
          • Create a group
      • 9.3 Field configuration
        • 9.3.1 Contact field
        • 9.3.2 Company field
        • 9.3.3 Contact data entry field
        • 9.3.4 Ticket field
      • 9.4 Trigger configuration
        • 9.4.1 Trigger introduction
        • 9.4.2 Trigger list management
        • 9.4.3 Create a new trigger
      • 9.5 SLA & Automation Configuration
        • 9.5.1 Definition of SLA - Automation
        • 9.5.2 List Management
        • 9.5.3 Create new SLA/ Automation
      • 9.6 Other configurations
        • 9.6.1 Custom status
        • 9.6.2 IPs Configuration
        • 9.6.3. Display permission
        • 9.6.4 Portal configuration
          • Time zone & Language
          • Login Method
        • 9.6.5 Working time
      • 9.7 Campaign management
        • 9.7.1 Outbound call campaign
          • Types of campaigns
          • Setup a campaign
          • Steps to participate in a campaign
          • Campaigns
          • Customers
          • Agents
          • Survey template
          • Survey answers
          • Customer warehouse
        • 9.7.2 SMS Campaign
          • Campaigns
          • Customers
          • Campaign history
        • 9.7.3 Email campaign
          • Campaigns
          • Customers
          • Survey template
          • Email template
          • Sendgrid account list
          • Survey answers
          • Do-not-send email list
      • 9.8 Integration
      • 9.9 Knowledge base
      • 9.10 Payment
        • 9.10.1 Topup
        • 9.10.2 Plans
        • 9.10.3 Payment history
      • 9.11 Stringee connection
  • III. Mobile app
    • IOS APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Setting
      • 7. Set up call notifications on the phone app
    • Android APP
      • 1. Log in
      • 2. Ticket
      • 3. Contact
      • 4. Make a call
      • 5. Call history
      • 6. Settings
      • 7. Set up call notifications on the phone app
  • IV. Frequently asked questions
    • 1. Forget a password
    • 2. Change a language
    • 3. Permissions for devices (headset/microphone)
    • 4. Setting the method of call distribution for agents
    • 5. Convert contacts from one account to another completely
    • 6. Note when uploading contacts via excel file
    • 7. Delete contacts in bulk
    • 8. Merge duplicate contacts
    • 9. Check a current balance of a portal
    • 10. Manage app notifications
    • 11. Clear browser cache
    • 12. Configure IP Phone connection with Stringee contact center
    • 13. Common errors when making calls
    • 14. Log in and report Captcha Invalid error
    • 15. How to create multiple business hours
    • 16. File formats supported on StringeeX
    • 17. Instructions for getting call code (call ID)
    • 18. Using Google and Microsoft Accounts for Registration, Login, and Account Linking
    • 19. Two-factor authentication
    • 20. Incoming calls have popup but no ringtone
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On this page
  • Interface of agent status change history
  • (1) Information filter
  • (2) Result table of agent status change history
  1. II. System Features
  2. 6. Reports
  3. 6.1 Statistical reports
  4. 6.1.3 Agent

Agent status change history

Agent status history report records status change history and corresponding time, helping management check working time and ready to receive calls

PreviousAgent performanceNextAgent status report

Interface of agent status change history

(1) Information filter

  • Status: filter by agent status

  • Time: filter by time

  • Select agent: filter by agent name

  • Group: filter by agent group, user can select an individual or several groups of agents

(2) Result table of agent status change history

  • Agent name: the name of the corresponding agent.

  • Status: agent's status name

    • Available: the call status of the agent's manual configuration is changed to Available 

    • Lunch break: the call status of the agent's manual configuration is changed to Lunch break

    • Short break: the call status of the agent's manual configuration is changed to Short break.

    • Not available: the call status of agent's manual configuration is changed to Not available

    • Online: the agent logs in to StringeeX on web or mobile app

    • Logout: the agent manipulates to log out from the system or loses internet connection

    • Note of the status field: When the agent is only logged into the mobile app, the agent status is changed to online immediately after successful login. During use on the phone, in many cases when the agent does not operate on the StringeeX mobile app for a while, the app will automatically switch to run in the background; or the agent turns off the app (kill app) to optimize phone performance. Then the agent status automatically goes offline and logs the Logout status line in the agent status change history report. However, the agent can still receive calls due to the push notification feature of the mobile app

  • Status duration: how long each status lasts. The system only records the duration of an old status if the agent has transitioned to the new status. The duration of the old status is equal to the time to start the new status minus the time to start the old status. Only the duration of the online status is equal to the time to record the latest Logout status, then subtract the time to start the online status

  • Start time: start time of each status