Generate and Manage the Report
Refer to Creating a New Report for instructions on generating this report. Refer to Manage Reports for instructions on managing this report. The report is available for download.
Report Fields
| Field | Description | Example | Weekly Summary | Monthly Summary |
|---|---|---|---|---|
Date | Date (12:00 AM-11:59 PM)-all statistics accumulated by date. | "02/21/2023" | NA | NA |
Login | First login event, if it exists. | "11:50:57 PM" | NA | NA |
Logout | Last logout event, if it exists. | "11:50:57 PM" | NA | NA |
Available | Time the agent’s status was marked Available. | "323:21:23" | SUM | SUM |
Busy | Time the agent’s status was marked Busy. | "323:21:23" | SUM | SUM |
Away | Time the agent’s status was marked Away. | "323:21:23" | SUM | SUM |
Interacting | Time the agent was actively interacting or engaged in post-call work. | "323:21:23" | SUM | SUM |
Idle | Time the agent was Available but not handling any conversations. | "323:21:23" | SUM | SUM |