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.

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.

PDF 

  • Status: The activity the Agent was in.

  • Type: Indicates whether the status Occupied. Occupied statues count towards Occupied time in the Agent Occupancy report.

  • Date Changed: The date and time that the Agent entered the status indicated in that row.

  • Duration: The time that the Agent spent in that status.

  • Reason for Change: Includes additional details. For example, on the Logged On status, this section includes the number that the Agent logged in with, the version of the software, and the Agent’s username. This section also includes the stages of an outbound call: Typing, Ringing Agent, Ringing Destination, and Connected. More details might be added to this section in the future.

CSV 

  • Full Name: The first and last name of the Agent as set in the Agent’s profile.

  • User Name: The username of the Agent.

  • Agent DID: The DID that the Agent logged into the CC software with.

  • Status Desc: The activity the Agent was in.

  • Date Changed: The date and time that the Agent entered this status indicated in that row.

  • Change Reason: Includes additional details. For example, on the Logged On status, this section includes the number that the Agent logged in with, the version of the software, and the Agent’s username. This section also includes the stages of an outbound call: Typing, Ringing Agent, Ringing Destination, and Connected. More details might be added to this section in the future.

  • Duration: The time that the Agent spent in that status.

  • CCA Version: The version of the CC software that was used. This is only displayed in the row used for Logging In to the software.

  • Extension: The number that the Agent logged in with. This is the same as the Agent DID, but only displayed in the row used for Logging In to the software.

  • Terminal ID: The name of the PC that the Agent used to login to the software.

  • Status Type: Indicates whether the status is Occupied. Occupied statues count towards Occupied time in the Agent Occupancy report.