Agent Login/Logout Report

The Agent Login/Logout (Skill) report shows the times that agents in a given skill logged in and logged out, the reason codes associated with the logout (if there is one), and the skills with which the agents logged in and out.

 

Query: This report data is built from an Anonymous Block.

Views: This report has a Grid view only.

Grouping: This report is grouped by Skill Group Name and Agent Name, and sorted by Agent Name.

Value List: Agent

Database Schema Table(s) from which data is retrieved:

·         Skill_Group

·         Person

·         Agent_Logout

·         Agent_Skill_Group_Logout

 

Notes:

 

Current Fields in the Agent Login/Logout Report

Current fields are those fields that appear by default in a report generated from the stock template. You can change them. See Reviewing the Available and Current Report Fields.

Current fields are listed below in the order (left to right) in which they appear by default in the stock template.

 

Column (Field)

Description

Skill Group Name

The agent skill group's enterprise name.

Derived from: Skill_Group.EnterpriseName

Agent Name

The first and last name of the agent.

Derived from:Person.LastName "," Person.FirstName

Extension

The phone extension into which the agent is logged. Taken directly from the table.

Derived from: Agent_Logout

Login Time

The date and time the agent logged in with the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field derived from:

Agent_Logout.LoginDateTime

Logout Time

The time that the agent logged out or was logged out from the given set of skills, measured in HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from:

Agent_Logout.LogoutDateTime

Logout Date

The date that the agent logged out from the given set of skills, measured in MM:DD:YYYY (month, day, year) and HH:MM:SS (hours, minutes, seconds) format.

This is a calculated field, derived from: CONVERT(varchar,B.LogoutDateTime,103) + ' ' +RIGHT('0'+LTRIM(RIGHT(CONVERT(varchar,B.LogoutDateTime,100),8)),7)

Logout Reason

A code and text (if configured) from the peripheral that indicates the reason for the agent's last state change. If not defined, this displays 0.

Derived from: Agent_Logout.Reason_Code

Skills 1–15

The first 15 skills with which the agent logged in. Values taken directly from the database.

Derived from: Agent_Skill_Group_Logout.SkillGroupSkillTargetID