Agent Timecard Report

Required permissions: Data Download

The Agent Timecard data download report shows information about agents' login sessions, including the login date/time, logout date/time, and the session duration.

An example of the Agent Timecard data download report output.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Columns

Sequence_No

The unique, system-generated ID of the agent login session.

Agent_No

The unique, system-generated ID of the agent who handled the interaction. If more than one agent handled the contact, it is the ID of the last agent to handle the contact.

Login_Date

The date and time the agent logged in to the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, 12-hour time. The time stamp is in your time zone.

Logoff_Date

The date and time the agent logged out of the session. The date follows the format of MM/DD/YYYY, and the time follows the format of HH:MM, 24-hour time. The time stamp is in your time zone.

Duration

The duration of the login session in seconds. For example, a duration of 3600 means the agent was logged in for one hour. The system determines the session duration by adding the agent's total time spent on inbound and outbound contacts, in an unavailable stateClosed The availability status of an agent, and in an available state.