.png?sv=2022-11-02&spr=https&st=2026-01-17T09%3A23%3A09Z&se=2026-01-17T09%3A33%3A09Z&sr=c&sp=r&sig=IOamc8D8X53XFzCs0kjUPF67SQvxp0DNNlyCyrLZunM%3D){kind=logo}
Agent State
- DarkLight
Agent State
- DarkLight
Article summary
Did you find this summary helpful?
Thank you for your feedback
The Agent State report furnishes the details of the activity state of the agents. The report represents data individually for selected or all the agents at once.
To view report:
Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Filter Criteria. For more information, see Report Filter Criteria.
Select the agents from Agent List dropdown list.
Select the required agent activity status from the Agent State dropdown list.
Select the call type from inbound or outbound. To select both, enable the Select All Call Type.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX.
Fields
Report displays the following parameters:
Fields | Description |
|---|---|
Expand/Collapse | The Expand/Collapse button allows to expand or collapse all the rows in the report table. |
Agent | Displays the agent names. Click on this field to toggle the sort order between alphabetical order and the reverse. |
Date | Displays the date for which the data is populated. Click on this field to toggle the sort order the sub-rows, ascending or descending. |
Agent State | Displays the agent state corresponding to the given time. |
Blending State | Displays the blending state of the agents during the given time. |
Start Time | Displays the date and time, at which the activity state initiated. |
Completed On | Displays the date and time, at which the activity state ended. |
Total Time | Displays the net time for which the agent remains in the given state. |
Was this article helpful?