Report Heading |
Definition |
Extension |
The extension and name associated with the extension |
Office |
Time spent in Office |
Queue |
Time spent in Queue |
Work Time |
Time spent in Work Time |
PrimeTime |
Time spent in PrimeTime |
In a Meeting |
Time spent in a Meeting |
On a Break |
Time spent on a Break |
Gone Out |
Time spent Out |
Sick Leave |
Time spent on Sick Leave |
On Holiday |
Time spent on Holiday |
Total Duration |
Total Time spent in all above Presence states |
About the Agent Presence Report
This report gives a detailed breakdown of time spent in different Presence states for selected extensions. Totals are given for each extension and for each Presence state.
The report shows durations for the selected presence states (limit of 13) by agent. Break Codes may also be selected.
To create the Agent Presence Report:
- Select Presence Information > Agent Presence Report.
- Enter the following report criteria as required:
Period |
The span of days covered by the report (Today, Last Week etc.) Alternatively, specify the exact date range using the Date criterion. |
Dates |
The date range you wish to cover in the report. |
Times |
Select hours of the day that you wish to cover in the report. |
Group By |
Causes the report to display information grouped accorded to the selected criteria (for example by Date, by Extension, by Queue etc.) Each specific base report has a particular set of groupings available. |
Presence |
Narrow the scope of the report to include only information about the specific, selected Presence state. |
Presence in Other |
This allows you to select what Location\Presence states you which to make up the 'Other' column in this report. |
Team |
Narrow the scope of the report to the include only the selected Team. |
Extension |
Extension description |
Format Time |
Changes the way that time is displayed in the report: Yes - Displays time in hh:mm:ss format. No - Displays time in seconds. Ignore - (Has the same effect as selecting Yes) |