Agent Activity Log Report Metrics & Dimensions

Updated 

In addition to tracking the agent availability status assign and removal times, you can also access detailed information about agent state changes. These state changes encompass transitions between various agent states, such as On Call, After Call Work (ACW), Idle, and Working on a Case. This functionality offers a comprehensive timeline and duration of each shift as agents move between different states and availability statuses.

For example, you can monitor when an agent, in available status, moves from being on call to entering the ACW state, then transitioning to idle, and finally moving to the state of working on a case. This thorough timeline analysis allows for a deeper understanding of the agent's activity pattern and the time spent in each state, offering valuable insights into their workflow and overall productivity.

Enablement note:

To learn more about getting this capability enabled, please work with your Success Manager.

While creating an Agent Activity Log Report, select the Data Source as Social Analytics and utilize the below-mentioned metrics and dimensions.

Name

Metric/Dimension

Description

Agent

Dimension

Name of the user.

Start Time

Dimension

Time stamp when the unique combination of state and availability status is set.

End Time

Dimension

Time stamp when the unique combination of state and availability status is unset.

Time in State and Status

Metric

Time duration for which the agent stayed in the unique combination of state and availability status.

User Current State

Dimension

User's activity state like On Call, On ACW, Working on a Case, etc.

Availability Status

Dimension

User's availability status (Available, Unavailable, etc.).