Agent State Log Expanded Report

Required permissions: Data Download

The Agent State Log Expanded data download report displays information about all of your agents' states within the time period you select. It displays all of the same data as the Agent State Log report, plus additional columns with data about the agents' specific states and how long they spent in each state.

Select Report Option

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

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Columns

Agent_Session_ID

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

The unique, system-generated ID of the agent.

Agent_Name

The first and last name of the agent as displayed in the agent's NICE CXone user profile.

Team_No

The unique, system-generated ID of the team the agent belongs to.
Bus_No

The ID of the business unit to which the agent belongs.
StateIndex

Identifier for the state that the agent was in while logged in.
Start_Date

The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY.
Working

Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).
Available

Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).
Outstate_Code

The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.

Outstate

The agent's reason for being unavailable.
Log_State

Identifier for the state of the log. It is one of 0 (first entry in the log), 1 (any intermediate entries), 2 (last entry for the log).
Skill_No

The unique, system-generated ID of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge to which the agent belongs.
Skill_Name

The name of the skillClosed Used to automate delivery of interactions based on agent skills, abilities, and knowledge the agent belongs to.
State The agent's stateClosed The availability status of an agent, such as Available, Working, or After Contact Work (ACWClosed State that allows an agent to complete work requirements after finishing an interaction).
Duration

The total number of milliseconds the agent spent in the stateClosed The availability status of an agent that day.
Duration in Seconds

The total number of seconds the agent spent in the stateClosed The availability status of an agent that day.

End_Date

The time the agent left the state referenced by the state index. It has a format of MM/DD/YYYY HH:MM.