Agent Login/Logout Report
The Agent Login/Logout report provides information related to agent login and logout of the Agent Desktop application. This report includes metrics such as agent name, the time of login/logout, whether the agent logged out normally or by timeout, the time spent logged in, the amount of time spent working or "Not Ready", and so forth.
The report organizes information first by date and then by metric. Totals are given for each agent for each day.
The metrics of this report are organized into columns, which are described as follows.
The first and last name of the agent.
The start time of the session (e.g., "09:04" for "9:04 a.m.").
The end time of the session (e.g., "09:39" for "9:39 a.m.").
The type of logout: "self," "timeout," "system" (if logout is forced by system - agent has no phone, or the contact center or agent is disabled in configuration), or "supervisor."
Indication of whether this session was recorded.
Duration of the session in hours:minutes:seconds (e.g., "00:33:16").
Total Working Time
The total time that the agent had a status other than "Not Ready" during the session, in hours:minutes:seconds (e.g., "00:03:43").
Not Ready %
The percentage of total time when the agent was in the "Not Ready" state during the session (e.g., "2%").