Agent Team Summary Report

The Agent Team Summary Report presents the agent state and the reason (where applicable). An agent can view details of all the agents in the team.

Charts

None

Fields

The report includes a table that displays the following information:

Field	Description
Agent Name	First name and last name of the agent.
State	State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, 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 space 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.

Field

Description

Agent Name

First name and last name of the agent.

State

State of the agent—Logged-In, Logout, Not Ready, Ready, Reserved, Talking, 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 space 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.

Filter criteria

You can filter using the following parameter:

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

Grouping criteria

None

Predefined reason codes

For predefined reason codes, click here.