Agent status report

The agent status report provides information about the duration in each status, helping management to cover working time compliance and call readiness.

Interface of agent status report

(1) Information filter

• Group: the user selects one or more groups to view the report

• Select agent: user can select an agent to view the report

• Time: the user chooses the time period to view the report

• Export data: export filter data on the interface

(2) Table result of agent status report

• Agent name: corresponding agent name

• Online: the total time the agent is online

• Ready: the total time the agent is in the ready status

• Lunch break: the total time the agent is in the lunch break status

• Short break: the total time the agent is in a short rest status

• Unavailable: the total time the agent was in the unavailable status

• First time online: first online status change during the reporting period

• First time ready: first ready transition in the reporting period

• Last logout: last logout during the reporting period