The Agent State Log Report presents the agent state and duration in that state, wrap-up data, and the reason code (where applicable) for the current day, since midnight.
The report includes a table that displays the following information:
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Agent ID |
Login ID of the agent. |
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Start Time |
Time the agent state is initiated. |
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Agent State |
State of the agent—Login, Logout, Not Ready, Ready, Reserved, Talking, or Work. |
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Wrap-up data entered by the agent in Work state. |
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Reason code for the agent moving to Logout state or Not Ready state. Zero indicates that no logout reason code is configured or that the agent was unable to enter a reason code. It is also zero for other states. To view a list of reason codes and their descriptions, see the "Predefined" reason codes section below. |
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Duration |
Time that the agent spent in a state. |