The Agent Blend Details report provides detailed timestamps of an agent's movement between outbound and inbound customer interaction.
Field or Button |
Description |
Time Period |
Displays the time period for which the query results are fetched. |
Query Time |
Displays the time when the query was run. |
Filters |
Displays the list of filters applied to the job. |
Total Records |
Displays the total number of records fetched in the report. |
Field or Button |
Description |
Agent ID |
Displays the unique identifier of the agent as defined in the associated contact center. If you are using the optional filter Agent ID, the value you specify in that field is used to filter the Agent ID field. |
Agent Name |
Displays the agent name as defined in the associated contact center. |
Zone |
Displays the name of the zone created in Experience Portal. |
Agent Session ID |
Displays the unique identifier of an agent's login in POM, till the agent logs out. |
Agent Login Time |
Displays the time when the agent logs in to POM, irrespective of whether a job is attached to the agent or not. |
Agent Logout Time |
Displays the time when the agent logged out from POM. |
Agent State |
Displays the type of the agent as Inbound or Outbound. |
Start Time |
Displays the timestamp from when the agent enters in the current state. |
End Time |
Displays the timestamp from when the agent exits the current state. |
