Chapter 3: The Reports
AltiReport Manual 33
1203 - Agent State Summary Report
Description:
Displays summary statistics for agent states for the reporting period.
Report Options
1. Select a workgroup to display agents assigned to that workgroup.
2. Select single, multiple, or
All
agents.
3. Choose how you want the data summarized (by day, week, or month).
4. Specify a time range for the report.
5. Narrow the report to specific days of the week and a span of time (optional).
6. Select a group-by option.
7. Specify whether to include empty records.
8. Click
Run Report
to run the report.
9. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 5. This report, grouped by agent, subtotals the time each agent spent in each state
and then displays a grand total in each state for the reporting period.
Report Fields
•
Start Date
—Start date for the report
•
Agent
—Agent’s extension number
•
Logoff
—The total time the agent was logged off during the time period specified
•
Logon
—The total time the agent was logged in during the time period specified
•
Duration in different states while logged on
:
•
WG Idle—Time the agent was in Idle state
•
WG Busy—Time the agent was in Busy state
•
Wrap-Up—Time the agent was in wrap-up state after disconnecting from a call
