What you can see in this report depends on your user role.
Accessing the Agent Activity Report
- Go to the Admin Portal and sign in.
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Click Reports to expand it, then select Queues > Agent Activity.
Viewing Agent Activity Records
Each row is one agent’s activity in a queue. The columns are:- Name (the agent)
- Inbound Complete and Refused
- Wait Time and Average Wait Time Per Call
- Queue Talk Time and Avg Queue Talk Time Per Call
- Outbound Complete and Outbound Talk Time
- Total Talk Time (all calls)
- Pause Time Account Review, Pause Time Break, Pause Time Lunch, Pause Time Meeting, Pause Time Personal, Pause Time Other, and Pause Time Total
- Logged In Time
- Work Time
Click any column header to sort by it.
Filtering Agent Activity Records
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To change the date range, click Yesterday, Last 10 Days, or Last 30 Days at the top of the page.
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For more options, click Filter.
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Pick a start and end date and time, or pick a preset: Last week, Last month, Last 3 months, Last 6 months, or Last year.
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Choose a distribution: Hourly, Daily, Monthly, or None.
- Optionally, filter by Queues, Users, or Tag (enter a tag). The tag filter applies only to inbound queue calls.
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Click Update to apply your filters.
Exporting Records
Click Export at the top right of the records table to download the records shown.
Scheduling Agent Activity Reports
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Click Export, then select Schedule Report.
- Enter a name for the report.
- Add recipient email addresses, separated by commas.
- Select how often to send it: Daily, Weekly, or Monthly.
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Review the current filter settings, then click Schedule.
