Agent Login-Logout Details report

This page describes how you can use the Agent Login-Logout Details report to understand how agents use their time in your contact center.

[+] 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?.

Understanding the Agent Login-Logout Details report

Use the Agent Login-Logout Details report to understand when individual agents logged in and out, and the duration of each login session during a range of hours that you specify within a day. The report displays the timestamps in your standard time zone. If an agent logs in to multiple DNs, the duration of the agent’s overall login session, which is captured by the Active Time measure, begins with the first login event and ends with the last logout event. If the agent continues to be logged in over a two-day time span (or longer) and is not forcibly logged out by the system, login duration is split over each calendar day.

You can specify the Day, Date, Hour 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_Login-Logout_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:

• [+] Prompts for the Agent Login-Logout Details report

  Prompt	Description
  Pre-set Day Filter	Choose a day from the list of preset options. This prompt overrides the Report Date and From values.
  Report Date	Choose the date for which to collect data into the report. This prompt has no effect if Pre-set Day Filter is set to anything except None.
  From	Select one or more source address(es) to include in the report. A value of ALL returns all source addresses that are stored in the Genesys Info Mart Interaction Resource Fact tables for the given tenant.
  To	Select one or more target address(es) to include in the report. A value of ALL returns all target addresses that are stored in the Genesys Info Mart Interaction Resource Fact tables for the given tenant.
  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, and Chat. Default: ALL

• [+] Measures used in the Agent Login-Logout Details report

  Measure	Description
  Session \ Start Timestamp	The calendar date and time when the agent session began.
  Session \ End Timestamp	The calendar date and time when the agent session ended. If the agent has not logged out, the value of this dimension is NULL.
  Session \ Active Time	The total amount of time, in seconds, between the beginning and end of this agent’s login session(s) on a particular media channel, irrespective of the intervals in which the resource session occurs. If an agent logs into multiple DNs, login duration is measured from the moment at which the agent logs in to the first DN to the moment at which the agent is no longer logged in to any DN. If the agent’s session was still active when the data was compiled, the agent’s session duration appears as null in the reports.