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Agent Activity Summary Report

Generating the Agent Activity Summary Report

Agent Activity Summary report is a summary of agent time by status, calculated daily.

Steps to generate Agent Activity Summary report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, Select the Agent activity summary report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list)
  7. Click Create.

  8. The Agent Activity Summary Report is generated. Agent Activity Summary Report Created

  9. Click the Run icon as shown below to generate the report. Run Agent Activity Summary Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. First, the report object is configured (as pdf) and then the report output is generated as pdf. Click the PDF/Page icon to download the report. PDF Agent Activity Summary Report

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Agent Activity Report is generated and is available for download. Agent Activity Summary Report Output

About 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” Not Applicable (NA) Not Applicable (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 for which the Agent’s status was marked Available. NNN:NN:NN (“323:21:23”) SUM SUM
Busy Time for which the Agent’s status was marked Busy. NNN:NN:NN (“323:21:23”) SUM SUM
Away Time for which the Agent’s status was marked Away. NNN:NN:NN (“323:21:23”) SUM SUM
Interacting Time for which the Agent was actually interacting (or engaged with post-call work). NNN:NN:NN (“323:21:23”) SUM SUM
Idle Time for which the Agent was Idle – in other words, Available, but not handling any conversations. NNN:NN:NN (“323:21:23”) SUM SUM