Agent State Detail

Use this report to audit the status changes of agents (For example, from unavailable to available to occupied). This lists each time that an agent changed status and includes timestamps for each change as well as the queue that the agent was working on (if any).

This report uses an Agent parameter set. It may be found under the following path: Reports > Voice Reports for Amazon > Detail.

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

Agent

The agent whose state changed.

Start Time

The time in which the agent entered the new state.

Agent State

The state that the agent changed to.

Queue

If the agent changed to a state that indicates they were working on a contact, this will indicate the queue that the contact belonged to.