Agent Activity Summary report

The Agent Activity Summary report displays a daily breakdown of the time that one or more agents spent in system and ACD statuses during a specific date range. The report includes weekly and monthly totals. The report sorts the information alphabetically by the last name of the agent and separates the information by agent and by month.  

The report displays the following details about system statuses:

  • Online: The amount of time that an agent remains logged on the system. The time spent online is the total amount of time spent off queue and on queue. For example, an agent spent 1:06:30 off queue and 6:01:00 on queue. The time spent online is 7:07:30.
  • Off Queue: The amount of time and the percentage of time that an agent spent off queue, for example, in the Available, Away, and Busy statuses.
  • On Queue: The amount of time and the percentage of time that an agent spent on queue, for example, in the Interacting, Idle, and Not Responding statuses.

The report displays the following details about ACD statuses:

  • Interacting: The amount of time and the percentage of time that an agent spent in the Interacting status.
  • Idle: The amount of time and the percentage of time that an agent spent in the Idle status. 

    The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.

  • Not Responding: The amount of time and the percentage of time that an agent spent in the Not Responding status.
  • Total ACD: The amount of time that an agent spent in the Interacting, Idle, and Not Responding statuses. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.
Note: Situations exist where on queue time does not equal total ACD time. For example, an agent on a call changes to the Away status. The agent does not want to receive another call because it is almost time for lunch. While remaining on the call, the agent’s time accrues in both the ACD status of Interacting and the system status of Away. For this agent, the total ACD time is greater than the time spent on queue.

The report provides insight into an agent’s productivity while the agent is logged on. For example, run the report to identify: 

  • Whether an agent remains logged on for the required amount of time each day.
  • How much time an agent spent on queue and available to handle interactions.
  • How much on queue time an agent spent not responding to alerting interactions and idle.
  • How much time an agent spent off queue during each day.

Agent Activity Summary report

Report column Description
Date The date that this row describes.
Login The time the user first logged in on this date. If the field is blank, then the user did not log in this day.
Logout The last time the user logged out on this date. If the field is blank, then the user did not log out this day.
Online The number of hours, minutes, and seconds an agent spent in a status other than the Offline status and the Out Of Office status.
Off Queue The amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent off queue (for example, in the Available, Away, and Busy statuses).
On Queue The amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent on queue (for example, in the Interacting, Idle, and Not Responding statuses).
Interacting The first column under this header lists the amount of time in hours, minutes, and seconds that an agent spent in the Interacting status, while the second column lists the percentage of on-queue time that an agent spent in that status.
Idle The amount of time (hours, minutes, and seconds) and the percentage that an agent spent in the Idle status.  

The amount of time an agent spends in the Idle routing status. This routing status represents agents who are On Queue and able to take interactions but are not currently working with interactions.
Not Responding The amount of time (hours, minutes, and seconds) and the percentage of time that an agent spent in the Not Responding status.
Total ACD The total time an agent spent in an ACD status. For example, an agent spent 5:01:00 interacting, 1:47:30 idle, and 0:21:30 not responding. The total ACD time is 7:10:00.