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Back to Analytics Overview The Agent Activity Summary Report provides a daily summary of agent time by status.

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Generating the Report

  1. On the Reports tab, select New Report.
  2. In the list of reports, select Agent Activity Summary Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Run On Demand
    • Schedule — You can create up to six schedules (only one if you select Hourly). Schedule Options
  7. Select Format:
    • PDF
    • CSV
  8. Enter a Send To address (single email address or mailing list).
  9. Select Create.
  10. The Agent Activity Summary Report is generated. Agent Activity Summary Report Created
  11. Select the Run icon to generate the report. Run Agent Activity Summary Report
Run On Demand: Triggers report generation immediately when selected. Schedule: Sets the report to generate automatically on the scheduled day and time, without needing to select Run.
  1. Select the PDF/Page icon to download the report. PDF Agent Activity Summary Report
The red dot beside the report indicates it was generated within the last 24 hours. You can download, save, and view the report in PDF format.
The report is generated and available for download. Agent Activity Summary Report Output

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Report Fields

FieldDescriptionExampleWeekly SummaryMonthly Summary
DateDate (12:00 am–11:59 pm) — all statistics accumulated by date.”02/21/2023”NANA
LoginFirst login event, if it exists.”11:50:57 PM”NANA
LogoutLast logout event, if it exists.”11:50:57 PM”NANA
AvailableTime the agent’s status was marked Available.”323:21:23”SUMSUM
BusyTime the agent’s status was marked Busy.”323:21:23”SUMSUM
AwayTime the agent’s status was marked Away.”323:21:23”SUMSUM
InteractingTime the agent was actively interacting or engaged in post-call work.”323:21:23”SUMSUM
IdleTime the agent was Available but not handling any conversations.”323:21:23”SUMSUM