Section 525 - ACD/MIS Reference
Chapter 6. Report Manager
576/HD-50-525
DBS 576/HD issued September 2001
6-3
Agent Time Summary Report
Agent Time Summary is an uncluttered method to review the time an Agent
started work (Logged-In), ended work (Logged Out), and when breaks were
taken (Unavailable). The Agent Time Summary includes the Agents
activities by time of day, state, and duration. Four Agent states are shown:
Login, Logout, Unavailable, and Working. The Working State includes
Available, ACD Call, and PBX Call.
Figure 6.2 shows a typical Agent Time Summary report.
Figure 6.2. Agent Time Summary Report
