Using the Agent In/Out Report

The following describes how to access and interrogate the In/Out Agent report, which provides a summary of when individual Agents have logged in and out of the system during a specific period.

Implementation

  1. Access the Agents list for the intended Customer.

    1. Access the resources page for the intended Customer.

      1. Access the details page for the intended Customer.

        1. Type the Customer’s name into the search field at the top of any page.
        2. Click the intended Customer in the search results. This opens the Customer Details page.
      1. Select the Customer Resources tab.
    1. Click the Agents hyperlink.
  1. Select the In/Out History tab.
  2. Use the Show Me drop-down to select the format in which the report data should appear.

    The data is available in a variety of formats, including:

    • Line Listing: A list of dates, the Agents who logged in or out on those dates, and the duration of each of their sessions. This data may be grouped by date or by Agent, with appropriate totals provided depending on the chosen grouping.
    • Downloadable Data: A downloadable CSV file containing the list data described above.
    • A Density Diagram showing the number of Agents logged in during each hour of each date in the reporting period.
  3. Use the For... drop-down to select which Agents to include in the report.

    By default, the report will include data for all available Agents. You can change this to focus on a specific individual or a group of Agents.

  4. Use the Over... drop-down to choose the reporting period.

    By default, the report will show data for the current date. You can change this to any of the following:

    • A specific day.
    • The current month.
    • A specific month.
    • A custom date range.

    Where needed, additional fields will be provided to let you specify an exact reporting period.

  5. When you have made your selections, click Update. The requested data will now appear.

    If you chose the Downloadable Data option, a link to the requested file will appear as an icon at the top of the tab.

    If you chose the Line Listing option, you can change how the data is grouped by clicking the Group by Date or Group by Operator buttons in the respective column headers. By default, the data is grouped by date.