1.2.7 Agent Activity Report
The Agent Activity Report shows all the agent's activities in the queue, such as when the agent logged in or out, when receiving a call, when answering a call etc. It provides insight how agents are interacting with the queues. Each activity is logged as a separate entry.
The report period can be set over the last month with a maximum report period of 7 days.
By default, only basic agent events are logged in the system. To include enhanced agent events, Enhanced Agent Logging must be enabled for your account. See To enable Enhanced Agent Logging.
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Table Item
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Explanation
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Agent Name
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The name of the agent.
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Agent Extension
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The extension of the agent.
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Queue Name
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The name of the queue.
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Queue Extension
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The extension of the queue.
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Date of the event
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Date of the state change (dd/mm/yyyy).
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Time of the event
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Time of the state change.
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Agent event
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The respective activity, see the following tables for the basic and enhanced agent events.
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Basic agent event
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Explanation
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Login
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Agent has logged into the queue.
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Logout
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Agent has logged out of the queue.
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Added
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The agent was added to the queue by an administrator or joined the queue (open queues only).
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Removed
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The agent was removed from the queue by an administrator or left the queue (open queues only).
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Enhanced agent event
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Explanation
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Call Starts Ringing
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A call from the queue was offered to the agent and starts ringing
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Call Stops Ringing
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A call from the queue was offered to the agent and stops ringing after it was not accepted by that agent. The call was either answered by another agent, forwarded, or the time timeout has expired.
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Call Declined
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A call from the queue was declined by the agent.
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Call Answered
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A call from the queue was answered by the agent.
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Call Ended
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A call from the queue was ended by the agent.
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Call Transferred
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A call from the queue was transferred to another destination by the agent.
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