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):
- Select Presence Information > Agent Presence Report:
- Select Report Template > Agent Presence Summary.
- 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) |