Agent Session Report

Required permissions:Report Viewer, Agent Session

Required Employee Settings: Can View BI Reports

Related Products or Features: Business Intelligence (BI) Reports

The Agent Session report allows supervisors to view more in-depth data for their agents in a single location. It focuses on information such as how much time the agents spent at lunch or the amount of idle time in a day. This report consolidates several existing reports, and allows supervisors to take a deeper look at data and metrics.

The Agent Session report measures data for each agent session. A single session is from the time the agent logs in until the time they log out. The widgets in this report display general data for all agent sessions within your selected parameters. You can click on individual elements of the widgets to drill down and view more detailed data.

This report is an advanced Business Intelligence (BI) report. BI reports allow you to perform actions such as drilling down to more details or grouping and exporting data.

The data for this report refreshes every hour. Date and time are displayed in UTC (GMT time zone).

To access and run this report:

  1. Go to Reporting > Prebuilt Reports.

  2. Select the report you would like to run from the list.

  3. Complete the report prompt. The available steps and options will vary for each report.

  4. Click Run.

Note that you cannot use Re-Prompt Funnel in front of a piece of paper with the top right corner folded down. to make changes to the parameters of this report. There is no report prompt because it includes data for all skills by default. You can filter the report data to change what displays.

For most reports, you can filter the report data using a variety of parameters. You cannot use filters to change certain parameters you selected on the report prompt. However, you can use Re-PromptFunnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

  1. To change report parameters click Re-Prompt Funnel in front of a piece of paper with the top right corner folded down..

  2. Edit the parameters you want to change. For example, if you want to change the time period you selected before, set Time Period to the new desired range.

  3. When you are finished changing the report parameters, click Run.

Agent Summary Widget

The Agent Summary widget displays a list of all agent sessions within your selected filter parameters. The following table provides descriptions about the different time columns displayed in this widget.

Time Column Description
Agent Session Time Total time that the agent was logged in to CXone.
Available Time Total time that the agent was in an Available stateClosed The availability status of an agent.
Working Time Total time that the agent was in a type of busy state where they were actively handling a contact. This includes any Working unavailable codes.
Unavailable Time Total time that the agent was in an Unavailable state and unable to accept contacts.
System Time Total time between the agent logging in and out of the agent application.