Agent Event Detail

This report provides a detailed transcript of agent login events, and can be used to provide a more granular view of the Agent Event report. These include logging in, logging out and being in a not ready status. Each event is time-stamped, and its duration is captured – what time of day is an agent logging in, and for how long are they logged in? For each event, a reason code is also captured to provide context – for example, each time an agent is not ready, what is the reason?

Two versions of this report are available to use:

  1. Detail: Shows log of events per agent, grouped by team. Uses an Agent Team parameter set.
  2. Detail by Agent: Shows log of events per agent. Uses an Agent parameter set.

This report may be found in the following path: Root > Reports > Voice Reports for Cisco > Detail.

Agent Event Detail (V2)

The report is based on the Agent Event model and includes the following columns.

Event

The type of event which occurred during the report interval (for example, Login, Logout, Not Ready).

Reason Code

The reason code which was applicable for the event

Reason Code Description

A more detailed explanation of the reason code.

Login Date/time

The date & time that the agent logged in prior to the event.

Event Date/time

The date & time at which the event took place.

Duration

The duration of the event (in seconds).