Agent Login Summary
Report on the number of times that you logged in and the amount of time that you spent logged in. This includes a breakdown of the reasons for logging out (explicit or timeout), the time spent available for each channel and the time spent actively working on each channel (activity type).
There is a row for each time interval (half hourly or daily) and a total row for the whole period. This report drills down to the Agent Login Summary report to check the logins and logouts for a given interval.
The report includes the following columns.
|
Column |
Definition |
|---|---|
|
Logins |
The number of times you logged in during the report interval. Click a value in this column to drill-down to a list of your sessions during that interval. |
|
Login Duration |
The amount of time that you spent logged in during the report interval. |
|
% Available Chat |
The amount of time that you spent available for chat during the interval, expressed as a percentage of your login duration during the interval. This means you are marked as available. This does not consider whether you are at your max load. |
|
% Available Email |
The amount of time that you spent available for email during the interval, expressed as a percentage of your login duration during the interval. This means you are marked as available. This does not consider whether you are at your max load. |
|
% Available Social |
The amount of time that you spent available for social during the interval, expressed as a percentage of your login duration during the interval. This means you are marked as available. This does not consider whether you are at your max load. |
|
% Available CallTrack |
The amount of time that you spent available for CallTrack activities during the interval, expressed as a percentage of your login duration during the interval. This means you are marked as available. This does not consider whether you are at your max load. |
|
% Active on Chat |
The amount of time that you spent working on chats during the interval, expressed as a percentage of your login duration during the interval. You are considered to be working on a chat while it is in focus in your inbox, whether or not you are physically typing or clicking. This includes work time and wrap time. |
|
% Active on Email |
The total amount of time that you spent working on emails during the interval, expressed as a percentage of your login duration during the interval. You are considered to be working on an email while it is in focus in your inbox, whether or not you are physically typing or clicking. |
|
% Active on Social |
The total amount of time that you spent working on social activities during the interval, expressed as a percentage of your login duration during the interval. You are considered to be working on an activity while it is in focus in your inbox, whether or not you are physically typing or clicking. |
|
% Active on CallTrack |
The total amount of time that you spent working on CallTrack activities during the interval, expressed as a percentage of your login duration during the interval. You are considered to be working on an activity while it is in focus in your inbox, whether or not you are physically typing or clicking. |
|
% Active on Task |
The total amount of time that you spent working on task activities during the interval, expressed as a percentage of your login duration during the interval. You are considered to be working on an activity while it is in focus in your inbox, whether or not you are physically typing or clicking. |
|
% Inactive |
The amount of time that you spent logged in but not working on any activities during the interval, expressed as a percentage of your login duration during the interval. This either means that you had no activities assigned or you did not have an activity in focus in your inbox during this time. |
|
Logouts |
The number of times you logged out during the report interval, by explicitly clicking the Log Out button. |
|
Idle Timeouts |
The number of times you were automatically logged out (timed out) during the report interval because of inactivity. |
|
System Timeouts |
The number of times you were automatically logged out by the system during the interval, for some reason other than inactivity. |
Drill-down: Agent Session Detail
This report lists each session, that is, each time that you logged in, until you either logged out or are timed out. This drill-down report can be accessed from the Agent Login Summary report, by clicking any value in the Logins column to see sessions from that interval.
There is a row for each session. The report includes the following columns:
|
Column |
Definition |
|---|---|
|
Session Start |
The date and time when the session began. This happens when you log in. |
|
Session End |
The date and time when the session ended. This happens when you explicitly log out, you are automatically logged out because of inactivity (idle time out) or you are automatically logged out by the system for some other reason (system timeout). |
|
Duration |
The time that elapsed from the beginning of each session to the end. The session begins when you log in and ends when you explicitly log out, you are automatically logged out because of inactivity (idle time out) or you are automatically logged out by the system for some other reason (system timeout). |
|
Session End Reason |
Indicates if you explicitly logged out, were automatically logged out because of inactivity (idle time out) or were automatically logged out by the system for some other reason (system timeout). |
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