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Agent State Analysis Report

Report SummaryProvides the summary of time duration of agents' state in Ready or Not Ready State. This helps the business to monitor the duration of the agent in each particular state for better visualization.

Report Columns

Following are the report columns

FieldsDescription
DateShows the date.
Agent NameShows the full name of the agent.
Agent ExtensionShows the extension of the agent.
Login TimeShows the time when the agent has logged in.
Logout TimeShows the time when the agent has logged out.
Login Duration

Shows the total Login duration of an agent. 

Format hours:minutes:seconds (00:00:00)

Ready Duration

Shows the total ready duration of an agent for this login session.

Format hours:minutes:seconds (00:00:00)

Not Ready Duration

Shows the total not ready duration of an agent for this login session.

Format hours:minutes:seconds (00:00:00)

Report Filter

The following report filters are available for filtering the reporting data.

  • Date ~ choose the date for which you want to filter out the data.
  • Agent Name ~ select the agent(s) by names whose performance you want to monitor.
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