Recent State History Report

The Recent State History Report presents the agent state and duration in that state and the reason (where applicable) for the current day, since midnight.

Charts

None

Fields

The report includes a table that displays the following information:

Field

Description


Agent ID
Login ID of the agent.

Start Time
Time the agent state is initiated.

State
The state of the agent.

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.

Duration
Time duration that the agent was in that state.

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.

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