Reporting for Agent Presence Reasons

October 28, 2018

What is it?
Two new standard reports are available for agent presence reasons:

  • Agent Presence Reason Summary: Lists each agent that logged in for the given date range with the total length of time they had the specified reason code selected. For example, you can see the total time that agents were in a paused state because they rejected work offers.
  • Agent Presence Reason Detail: Lists each time that agents change their presence reason and the total time that they had the reason selected. For example, you can see if agents were in a paused state because they rejected a work offer

Key Benefit(s)
Provides summary and details of agent(s) availability for a given period-of-time (Supervisor manageable period of time).

Good to Know
When an agent rejects a work offer and is put into a Paused state, the report shows two rows for the same Paused state. One row reports 1 second (0:00:00:01). The second row reports the remaining Paused state time. Resolution will be addressed in a future release.

Key Links
Agent Presence Reason Summary Report
Agent Presence Reason Detail Report