Agent Status

Lists the duration (including start and end time) that agents have been in each status.

All available filters in the Agents Status Report:

  • Agent
  • Agent Ring Group
  • Call Ring Group
  • Date
  • Dedicated Line
  • Timezone
  • Active Agent

Note: In the metrics related to the time spent in a status, you may notice a slight difference in the figures, between Explore and the Agents tab (plus scheduled reports). For example, in a timeframe of 24 hours, there may be a difference of a few seconds. This is due to improvements in the data granularity brought by Explore.

Metric Name

Description

Calculation

Metric Type

Perspective

Agent Name

The name of the agent.

no calculation

String

agent

Email

The agent's email.

no calculation

String

agent

Agent Active?

If agent Active = TRUE.

no calculation

String

agent

Status

The default or custom status the report line is referring to.

no calculation

String

agent

Start Time

Status started timestamp.

no calculation

Date time

agent

End Time

Status finished timestamp.

no calculation

Date time

agent

Duration

Time spent in status per agent (status_finished-status_started).

no calculation

Time in seconds

agent

Team

Team to which the agent belongs at a finished timestamp event.

no calculation

String

agent