Introduction

The Agent Status Report provides supervisors with a detailed analysis of how often agents change their status and the total time spent in each status during the reporting period. This report helps supervisors understand agent availability patterns and identify any potential issues related to status changes.

Purpose of the Report

This report assists supervisors in monitoring agent status changes and understanding how agents manage their availability during their shifts. By identifying patterns of frequent status changes or extended periods in a specific status, supervisors can address potential productivity issues or support agents in better managing their availability.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Agents: Identifies the agents included in the report.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Per Status:

Status: The specific status of the agent (e.g., Available, Not Ready, Offline).

Frequency: Number of times the agent changed to this status during the reporting period.

Duration: The total amount of time the agent spent in this status.

Total Logged On Time: The total time the agent was logged on during the report period.

Footer

Generation Date and Time: Timestamp when the report was created.

Important Note

The report only shows data if the selected agents have changed their status during the reporting period. Some status changes may be system-driven, such as when an agent does not answer a routed call and the system changes the status to offline.

Use Case Example

A supervisor notices that an agent frequently switches between the "Available" and "Not Ready" statuses throughout their shift. After reviewing the Agent Status Report, the supervisor discovers that the agent is manually marking themselves as "Not Ready" to complete follow-up tasks. The supervisor discusses the importance of using the designated ACW status for after-call tasks and provides guidance on status management.

Conclusion

The Agent Status Report is an essential tool for tracking agent availability and understanding how frequently status changes occur. By using this report, supervisors can promote consistent status management practices, reducing unnecessary transitions and improving overall operational efficiency.