The List of Agents report template provides a comprehensive view of your agents, both current and historical. It includes information such as personal details, account information, roles, and performance metrics like refusal timeouts. You can filter this information as needed. It helps you keep track of your agent team and see how it has changed over time.
The historical data table in the template shows each agent's details before any changes were made. This helps you track changes over time.
Use Case
At the Classics, Inc. contact center, Caroline Bingley hired temporary agents to handle the extra work for the holiday season. Now that the holiday season is over, she has deactivated the user accounts of those seasonal agents. She wants to verify that she has deactivated all the seasonal agent accounts. To do so, Caroline runs the List of Agents report and filters it to only show the team those agents were on. She checks the Agent Status of each agent in the report and verifies that they're all inactive.
Permissions
You must have these permissions:
-
Dashboard > Dashboard Templates > List of Agents details :On
-
Dashboard > Dashboards: View
-
Dashboard > Dashboards: Edit (optional)
If you cannot access the reporting templates or Dashboard, check with your administrator. The administrator can find these permissions in CXone Mpower. Go to Admin > Security Settings > Roles and Permissions and select the role.
Create Dashboard using Templates
To create a dashboard:
- Click the app selector
and select Dashboard 
. -
On the Dashboard page click Options
and select New Dashboard. -
Click From Template.
-
From the listed templates, select the template you want to use to create your Dashboard.
-
Add a Dashboard Name. You can add a Description for the dashboard if you want.
-
Click Create.
Data Overview
The List of Agents report template consists of two primary datasets, each offering a unique perspective on your agent information. These two datasets work together to help you understand your agent team better. You can filter the template using Team and Agent as filters.
Settings
You can customize the columns:
-
Click
to auto size a specific column or all the columns. -
Click
to select filter options. -
Click
to select the columns you want to see on the widget.
You can personalize your column settings by adjusting the column size, sort, filter, and arrangement, and then save these changes, even with the View dashboard permission.
You can sort the columns on the widget. Hold down Shift while sorting to do a secondary sort of the columns.
Current List of Agents
The Current Agent List report provides comprehensive information about the current agents.
Click Options and then Settings on the dataset to filter the data you want to see.
Click Export to export the dashboard data in either CSV or Excel formats.
Viewing report data
|
Column |
description |
|---|---|
|
Agent NO |
The agent's ID NO. |
|
Employee ID |
The agent's employee ID. |
|
First Name |
The agent's first name. |
|
Last Name |
The agent's last name. |
|
Username |
The agent's username for logging in to CXone. |
|
|
The agent's email address. |
|
Status |
The current status of the agent account. Active, Inactive |
|
Reports To ID |
The ID of the user the agent reports to. |
|
Reports To First Name |
The first name of the user the agent reports to. |
|
Reports To Last Name |
The last name of the user the agent reports to. |
|
Team ID |
The ID of the agent's team. |
|
Team Name |
The name of the agent's team. |
|
Extension |
The extension assigned to the agent's account. |
|
Department |
The department the agent is assigned to. |
|
Country |
The country specified in the agent's account. |
|
State |
The state specified in the agent's account. |
|
City |
The city specified in the agent's account. |
|
Last Login |
The date and time the agent last logged in to an agent application. |
|
Timezone |
The timezone specified in the agent's account profile. |
|
Activation Date |
The date the agent's account was activated. |
|
Email Refusal Timeout |
The Email Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Document Refusal Timeout |
The Document Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Chat Refusal Timeout |
The Chat Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Phone Call Refusal Timeout |
The Phone Call Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Voicemail Refusal Timeout |
The Voicemail Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Work Item Refusal Timeout |
The Work Item Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Billable |
Whether the agent account is set up to be billable. The field format is either TRUE or FALSE. |
|
Created By ID |
The ID of the user who created the agent's account. |
|
Created By First Name |
The first name of the user who created the agent's account. |
|
Created By Last Name |
The last name of the user who created the agent's account. |
|
Created Datetime |
The date and time the agent's account was created. |
|
Modified By ID |
The ID of the user who last modified the agent's account. |
|
Modified By First Name |
The first name of the user who last modified the agent's account. |
|
Modified By Last Name |
The last name of the user who last modified the agent's account. |
|
Modified Datetime |
The date and time the agent's account was last modified. |
Historical list of agents
The Historical List of Agents dataset provides detailed historical information, including any modifications made to an agent's name, status, or other properties, along with the dates when these changes occurred.
Click Options and then Settings on the dataset to filter the data you want to see.
Click Export to export the dashboard data in either CSV or Excel formats.
Viewing report data
|
Column |
description |
|---|---|
|
Agent NO |
The agent's ID NO. |
|
Employee ID |
The agent's employee ID. |
|
First Name |
The agent's first name. |
|
Last Name |
The agent's last name. |
|
Username |
The agent's username for logging in to CXone. |
|
|
The agent's email address. |
|
Status |
The current status of the agent account. Active, Inactive |
|
Reports To ID |
The ID of the user the agent reports to. |
|
Reports To First Name |
The first name of the user the agent reports to. |
|
Reports To Last Name |
The last name of the user the agent reports to. |
|
Team ID |
The ID of the agent's team. |
|
Team Name |
The name of the agent's team. |
|
Extension |
The extension assigned to the agent's account. |
|
Department |
The department the agent is assigned to. |
|
Country |
The country specified in the agent's account. |
|
State |
The state specified in the agent's account. |
|
City |
The city specified in the agent's account. |
|
Last Login |
The date and time the agent last logged in to an agent application. |
|
Timezone |
The timezone specified in the agent's account profile. |
|
Activation Date |
The date the agent's account was activated. |
|
Email Refusal Timeout |
The Email Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Document Refusal Timeout |
The Document Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Chat Refusal Timeout |
The Chat Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Phone Call Refusal Timeout |
The Phone Call Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Voicemail Refusal Timeout |
The Voicemail Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Work Item Refusal Timeout |
The Work Item Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings. |
|
Billable? |
Whether the agent account is set up to be billable. The field format is either TRUE or FALSE. |
|
Modified By ID |
The ID of the user who last modified the agent's account. |
|
Modified By First Name |
The first name of the user who last modified the agent's account. |
|
Modified By Last Name |
The last name of the user who last modified the agent's account. |
|
Modified Datetime |
The date and time the agent's account was last modified. |