Agent Presence Report (Agent Presence Summary Template)

IPFX Reports

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 Summary Report

This report gives a detailed breakdown of time spent in different Presence states for all selected extensions. Totals are given for each Presence state.

To create the Agent Presence Report (Agent Presence Summary Template):

  1. Select Presence Information > Agent Presence Report:

  2. Select Report Template > Agent Presence Summary.
  3. 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 Number

Narrows the scope of the report to include only certain Extensions. Select the Extension that you wish to include in the report from the drop-down menu or enter the Extension number(s) with your keyboard. Wildcards can be used to select all extensions matching a pattern.

To specify multiple Extensions, separate each number with a comma (,). Do not include spaces in the list.

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)