You can refine the data statistics to be included in the report by selecting the following specific items:
- Agent
- Groups
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Status
Configurables in the Report Tool: None.
For all agents, the following statistics are available.
| Statistic | Description |
| Timestamp | The time when the agent changed their status. |
| Previous status | One of the following statuses: Logged in Break start Break end Logged off Auto logoff (no response) Auto logoff (time) Auto logoff via UMS (no response) Auto logoff (busy) Automatically set on a break because of “no response” Automatically set on a break because of “busy” Call waiting for classification |
| New status | The agent’s new status. |
| Time in state | The time (in seconds) that the agent has spent in this state. |
Parent topic: Diagnostics data