Voice CSQ Agent Detail Report

The Voice CSQ Agent Detail Report presents the agent current state, duration in the state and the reason where applicable.

Charts

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The report includes a table that displays the following information:

Field	Description
CSQ	Name of the Contact Service Queue (CSQ).
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Current State	State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, or Work.
Duration	Time that the agent spent in the current state.
Reason	The reason selected by the agent when moving to Logout state or Not Ready state. This displays the reason code if the reason is unavailable. A blank space indicates that: No logout reason code is configured. or Agent was unable to enter a reason. or Reason codes for all other states except Not Ready and Logout. To view a list of reason codes and their descriptions, see the "Predefined" reason codes section below.

You can filter using the following parameter:

Filter parameter	Result
Agent ID	Displays information for the agents who belong to the specified teams.

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For predefined reason codes, click here.