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AltiReport Manual
2201 - Workgroup Agent(s) State
Description:
Reports the state for specified workgroup agent(s).
Report Options
1. Select a workgroup, then select agent(s) assigned to that workgroup.
2. Choose how you want the data summarized (by day, week, or month).
3. Specify a time range for the report.
4. Narrow the report to specific days of the week and a span of time (optional).
5. Select a group-by option.
6. Specify whether to include empty records.
7. Click
Run Report
to run the report.
8. Select the export format (HTML, PDF, Excel) and whether to separate the report
results into several files and/or export only specified pages.
Figure 14. This report shows length of time the agent spent in various states (logged in, not
ready, DND/FWD, error) during the reporting period. Subtotals and grand totals
are given.
Report Fields
•
Start Date
—Start date for the report
•
Agent
—Agent’s extension number and name
•
Login Duration
—The amount of time the agent was logged in
•
Not Ready
—The amount of time the agent was in Not-Ready state
•
DND/FWD
—The amount of time the agent’s phone was in DND/FWD state
•
Error
—The amount of time the agent’s phone was in error state.
Data Source
All data from the tables AGENTPERWGSUMMARY1, AGENTPERWGSUMMARY3,
AGENTSUMMARY1, AGENTSUMMARY4.
