Jump to: navigation, search

Agent Time report

This page describes how you can use the Agent Time report to view a high-level breakdown of the duration of the different agent states for a specific media type.

[+] Tip: How do I generate a report?

Understanding the Agent Time report

1

Use the Agent Time report to understand agent occupancy. The report shows you how long agents spend in each state (Ready, Not Ready, Busy, or Unknown).

You can specify the Date Range, Agent Group, Agent, and Media Type.

To get a better idea of what this report looks like, view sample output from the report:
Sample_Agent_Time_Report.pdf

The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:

  • [+] Prompts for the Agent Time report
  • [+] Measures used in the Agent Time report

Feedback

Comment on this article:

blog comments powered by Disqus
This page was last modified on 10 August 2017, at 06:40.