Supervisors can view this report to see each login and logout event for each agent, as well as the log on duration for each session.
Business usage
Allows a supervisor to monitor the login and logout behavior of their agents:
How often do my agents log in or out?
Each log in and log out event is recorded in the report. Therefore, the supervisor can check the number of times an agent logs in or logs out on a Daily, Weekly, Monthly or Yearly basis.
How long do my agents spend logged in?
Use the Agent Logon Duration measure to see how long the agent spent logged in during that session.
How do I see the status of my agent’s logon?
Add the custom Status column to the Agent Login/Logout report.
How do I see if my agents are currently logged in?
If an agent is currently logged in, the Logon TIMESTAMP WITH TIMEZONE measure is filled in on the report, but the Logout TIMESTAMP WITH TIMEZONE and Logon Duration measures are not filled. The custom Status measure shows the value 0, which specifies that the agent is currently working.
What is the maximum data retention period for the Agent Login/Logout Summary report?
The maximum value is 12 months. This data retention period is configurable.
