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Agent Status Detail Report

Generating the Agent Status Detail Report

The Agent Status Detail Report is a detailed report on all status transitions over a date range.

Steps to generate the Agent Status Detail Report:

  1. On the Reports tab, click New Report.
  2. In the list of reports, choose the Agent Status Detail Report.
  3. Enter the Report Name and Report Description.
  4. Select a Time Period.
  5. Select Data Filters.
  6. Select Report Generation and choose from the following options:
    • Schedule
      • Run On Demand
      • Schedule
    • Select Format
      • PDF
      • CSV
    • Send To (single email address or a mailing list)
  7. Click Create.

  8. The Agent Status Detail Report is generated. Agent Status Detail Report Created

  9. Click the Run icon next to the instance of the report. Run Agent Status Detail Report

While generating reports you have two options, Run On Demand and Schedule.

Run On Demand: While creating a new report or editing an existing report, the schedule of the report can be set to run on demand.

Schedule: While creating a new report or editing an existing report, the schedule of the report can be changed. The use of the schedule is the standard way to generate a report. If the report is scheduled for later then it will automatically be generated on the scheduled day and time without the need to click Run.

  1. Click the PDF/Page icon to download the report. Agent Status Detail Report PDF

    Note

    The red dot beside the report indicates that it was generated within the last 24 hours. You can download, save, and view the report in PDF format.

The Agent Status Detail Report is generated and is available for download. Agent Status Detail Report Output

About Report Fields

FIELD DESCRIPTION EXAMPLE
Begin DateTime at which the Agent begins their stay in a status. “01/06/23 15:57:17”
End DateTime at which the Agent ends their stay in a status. “01/06/23 15:57:17”
Standard Status Status according to the Standard Statuses in SmartAssist. Busy
Custom Status Status according to the Custom Statuses configured by the Customer. Security Training
Duration Time for which the Agent’s status was marked Busy. NNN:NN:NN (“323:21:23”)