Agent Status Detail
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The table below shows which fields are available on the Agent Status Detail template.
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Agent Times
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| Field Name |
Description |
Default Field? |
| Agent State |
The availability state of an agent at a particular time. |
✔ |
| Away Reason |
Away Reason |
✔ |
| Duration |
The length of time an agent was in a particular state. |
✔ |
Call Times
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| Field Name |
Description |
Default Field? |
| Start Time |
The time the call or call segment started ringing. |
✔ |
Users / Devices
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| Field Name |
Description |
Default Field? |
| Account ID |
The ID of the communication system being monitored. |
|
| Account Name |
The name of the communication system being monitored. |
✔ |
| Agent Name |
The names of any agents associated with this call or call segment. For internal or conference calls there may be more than one agent. |
✔ |
| Agent Number |
The Agent Number (Presence ID) of the Agent. |
✔ |
| Queue Name |
The name of the queue the current call segment was presented from. |
✔ |
| Queue Number |
The number of the queue the current call segment was presented from. |
✔ |