The Agent Status Trace report shows every status change that an Agent makes in a day from login to logout. It also contains additional details for some status changes, such as missed call reasons.
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In-call Status: This is the status of the CCA. It includes the standard statues as well as any custom status that might have been added. |
Parameters
From: Start date; can include date and time in the format 06/30/2020 09:00
To: End date; can include date and time in the format 06/30/2020 17:00
Teams: A list of all Teams. Selecting a Team auto-selects all Agents within that Team. Agents can be removed from the report in the Agents section.
Agents: A list of all Agents.
Include non-active Agents: Adds all deleted Agents to the list.
Send To: Emails report in PDF format to any address entered here.
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