This page describes how you can use the Agent Time report to view a high-level breakdown of the duration of the different agent states for a specific media type.
[+] Tip: How do I generate a report?
How do I generate a report?
The short answer is: Access Reporting in the Genesys PureEngage Cloud, open a report (from Document List > Interactive Insights > 8.x.x > <name of report>), and click Refresh All to populate the report. For more information, see How do I generate Historical Reports in Genesys PureEngage Cloud?.
Use the Agent Time report to understand agent occupancy. The report shows you how long agents spend in each state (Ready, Not Ready, Busy, or Unknown).
You can specify the Date Range, Agent Group, Agent, and Media Type.
To get a better idea of what this report looks like, view sample output from the report:
Sample_Agent_Time_Report.pdf
The following tables explain the prompts you can select when you generate the report, and the measures that are represented in the report:
| Prompt | Description |
|---|---|
| Pre-set Day Filter | Choose a day from the list of preset options. This prompt overrides the Start Time and End Time values. |
| Start Time | Choose the day and time from which to begin collecting data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None. |
| End Time | Choose the day and time at which to stop collecting data into the report. |
| Agent Group | Select one or more Agent Groups from which to gather data into the report. Default: ALL |
| Agent | Select one or more Agents from which to gather data into the report. Default: ALL |
| Media Type | Select one or more Media Types to display in the report, for example, Voice, Email, or Chat. Default: ALL |
| Measure | Description |
|---|---|
| Summarized State \ % Occupancy | The percentage of time that this agent’s state was Busy within the interval to the total duration within the interval of the agent’s active session on a particular media channel. This measure reflects the percentage of time that agents actually spent handling interactions against their available or idle time. |
| Summarized State \ Active Time | The total amount of time, in seconds, attributable to the interval between the beginning and end of this agent’s login session(s) on a particular media channel. In the scenario in which an agent logs into multiple switches, DNs, and/or queues, this measure starts the moment at which the agent logs in to the first switch/DN/queue (if this login falls within the interval) and ends at the moment at which the agent is no longer logged in to any switch/DN/queue (if logout falls within the interval). |
| Summarized State \ Ready Time | The total amount of time, in seconds, that this agent was in the Ready state for a particular media type. |
| Summarized State \ % Ready Time | The percentage of time within the interval that this agent’s state was Ready to the total duration within the interval of the agent’s active session on a particular media channel. |
| Summarized State \ Busy Time | The total duration, in seconds, of all of interaction-processing activities including the time that is associated with requests for consultation that the agent received and excluding the time spent processing after-call work. |
| Summarized State \ % Busy Time | The percentage of time of all interaction-processing activities. |
| Summarized State \ Wrap Time | The total amount of time, in seconds, within the interval that this agent spent in ACW (Wrap) state whether or not the reason for entering this state was related to an interaction. |
| Summarized State \ % Wrap Time | The percentage of time that this agent spent in ACW (Wrap) state within the interval to the total duration of the agent’s active session within the interval. |
| Summarized State \ Not Ready Time | The total amount of time, in seconds, within the interval that this agent was in the NotReady state for a particular media channel (including Do Not Disturb duration, if configured) regardless of whether a reason was indicated. |
| Summarized State \ % Not Ready Time | The percentage of time within the interval that this agent’s state was NotReady to the total duration within the interval of the agent’s active session on a particular media channel. |
| Summarized State \ Other State Time | The total amount of time, in seconds, that the state of this agent was neither Ready nor NotReady after login to a particular media channel. The situation in which the state of an agent is neither Ready nor NotReady usually occurs upon first login if the switch, for instance, does not force agents into the Ready state upon login. |
| Summarized State \ % Other State Time | The percentage of time within the interval that this agent’s state was unknown (that is, neither Ready nor NotReady) after login to the total duration within the interval of the agent’s active session on a particular media channel. The situation in which an agent’s state is neither Ready nor NotReady can occur if the switch, for instance, does not force agents’ DNs into the Ready state upon login. |