Agent Availability Report
| Report Summary | Provides MRD-wise agent's availability statistics for each agent of the team to take necessary measures to improve the contact center performance. |
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Report Columns
| Fields | Description |
|---|---|
| Date | Shows the date |
| Agent Name | Shows the name of the agent available |
| Agent Extension | Shows the extension of the agent |
| MRD Name | Shows the name of MRD on which the agent is available. For instance, Chat MRD, Voice MRD |
| Logged-in Duration | Shows the total logged in duration of the agent that for how long he has been logged in. Format hours:minutes:seconds (00:00:00) |
| NOT-Ready Duration | Shows the total duration for which the agent remains in a NOT_READY state on this particular MRD. Format hours:minutes:seconds (00:00:00) |
| Ready Duration | Shows the total duration for which the agent remains in a READY state on this particular MRD. Format hours:minutes:seconds (00:00:00) |
| Active Duration | Shows the total duration for which the agent remains in ACTIVE state on this particular MRD. Format hours:minutes:seconds (00:00:00) |
| Busy Duration | This is the total duration for which the agent remains in a BUSY state on this particular MRD. Format hours:minutes:seconds (00:00:00) |
| PENDING_NOT_READY Duration | Shows the total duration for which the agent remains in a PENDING_NOT_READY state on this particular MRD. Format hours:minutes:seconds (00:00:00) |
| Total Talk Duration | Shows the total talk duration for which the agent remains in ACTIVE and BUSY state. Format hours:minutes:seconds (00:00:00) |
| Availability % | This shows the percentage of time for which the agent remains available/ready to handle requests on a particular MRD. This will be calculated as: (Total Ready Duration + Total Active Duration / Total Logged-in Duration) * 100 |
Report Filters
The following report filters are available
- Date/Time - You can choose the date to filter the data for the specific date
- Agent - Choose the agent to see MRD-wise statistics of the agent
- MRD - Choose one MRD/all MRDs