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Status Change Report

The Status Change Report looks at an agent status and shows information about when the status was changed and what the previous vs new status is.

Report Customisation Options #

Customisation

Options

Data source

Select an individual or a selection of Agent or Groups.

Columns

Each of the statistics listed below can be added or removed from the report by managing the columns to include.

Aggregations

The following aggregations can be used to cluster data together:

  • By Status

Report Output #

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.

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