Agent State Detail Report

The Agent State Detail Report presents information that is related to agent state changes.

Charts

The following chart is available:

Chart name	Description
Agent State Detail Report	Displays time spent by the agent in agent states.

The report includes a table that displays the following information:

Field	Description
Agent Name	First name and last name of the agent.
Agent ID	Login ID of the agent.
Extension	Last active Unified CCX extension that Unified Communications Manager assigned to the agent.
State Transition Time	Date and time that the agent moved to a state.
Agent State	State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talk, or Work.
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 indicates that: No logout reason code is configured. or Agent was unable to select 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.
Duration	Time that the agent spent in a state.

You can filter using any one of the following parameters:

Filter parameter	Result
Resource Group Names	Displays information for agents who belong to the specified resource groups.
Agent Names	Displays information for the specified agents.
Skill Names	Displays information for agents who possess the specified skills.
Team Names	Displays information for agents who belong to the specified teams.

None

For predefined reason codes, click here.