The Agent status tab shows how agents spent their time: seconds in Available, Break, DND and your own custom statuses, and how long each agent was logged into each queue.
- Open Report, Advanced search and select Agent status.
- Choose whether to search by extension, queue or department, then type in the ones you want or ALL.
- Set the date and click Search.
Searching by extension or department
You get one row per agent with the time spent in each status within the period. Click an agent to unfold every status change with its timestamp, and the queue login and logout events.
Searching by queue
You get the queues you searched for with the agents signed into each, and how long the queue stood without anyone logged in.
The same numbers are available as scheduled CSV and PDF reports, and live on the wallboards.
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