Displays agent login and logout summary information for a selected interval.
How it works
Supervisors can view this report to see each login and logout event for each agent and also the login duration for each session. This dossier is available only for interval based data.
Business usage
Allows a supervisor to monitor the login and logout behavior of their agents:
How can a supervisor select a fixed interval in this dossier?
On the Select a Date Interval field, click to select the duration from the From and To fields.
How often do my agents log in or log out?
Each login and logout event is recorded in the report. Therefore, the supervisor can check the number of times an agent logs in or logs out during a selected interval.
How long do my agents spend logged in?
Use the Logon Duration measure to see how long the agent spent logged in during that session. You can see the duration in seconds by using the Logon Duration (secs) measure.
How do I see if my agents are currently logged in?
If an agent is currently logged in, the Login Timestamp measure is filled in on the report, but the Logout Timestamp and Logon Duration measures are not filled.
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.
What are the filters available in the dossier?
The filters available in the standard dossier are:
Columns
Formula
Agent Name (Login ID) (number of selected agents)
You can select the relevant agents.
If you have more than 15 agents, then the dossier displays the search option to filter the required agent.
For the Agent Top 5 and Bottom 5 data, you can select either all agents to compare their performance, or you can select only the agents you want to compare for each measure.
Interval
You can select the duration in the From and To fields.
To customize the dossier, you can drag and drop any of the standard measures for filtering.
What are the columns available in the standard report?
The standard columns are:
Columns
Description
Agent Display Name
The name of the agent as configured in Application Center Administration.
Agent Login Id
The login ID associated with the agent.
The asterisk (*) denotes the deleted users.
Interval
Date
Month
Timestamp values with 15-minute intervals for Interval view, Date for daily view, and Month for monthly view.
Login Timestamp
Login timestamp in the timezone that the user selects.
Logon Duration
The duration for which the agent was logged in the system. The supported format is dd:hh:mm:ss.
Logon Duration (secs)
The duration for which the agent was logged in the system in seconds.
Logout Timestamp
Logout timestamp in the timezone that the user selects.
What are the columns available for customization in the dossier?
This dossier does not have any columns for customization.
