List of Agents Report

Related Products or Features: Business Intelligence (BI) Reports

The List of Agents report is a filterable, in-depth view of all agents in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. This report provides a variety of data for each agent, such as personal information, information for their user account and role in your organization, and performance details like refusal timeouts. When you select a row in the report table, the Historical Data table populates with information about the selected entity. Each row in the Historical Data table displays the entity's details before a modification was made.

Working with Business Intelligence (BI) reports

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:

Go to Reporting > Prebuilt Reports.
Select the report you would like to run from the list.
Complete the report prompt. The available steps and options will vary for each report.
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-Prompt Funnel in front of a piece of paper with the top right corner folded down. to change the parameters of the report.

To change report parameters click Re-Prompt .
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.
When you are finished changing the report parameters, click Run.

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.

The List of Agents report displays a table with all agents who meet the filter criteria.

Data in this Report

The List of Agents report has multiple columns that present data attributes and metrics.

Learn about the columns in the List of Agents report

Column	Description
Team ID	The ID of the agent's team.
Team Name	The name of the agent's team.
Agent ID	The agent's ID.
Employee ID	The agent's employee ID.
Agent First Name	The agent's first name.
Agent Last Name	The agent's last name.
Agent Username	The agent's username for logging in to CXone.
Agent Email	The agent's email address.
Agent Description	The description written in the agent's account profile.
Agent Status	The current status of the agent account.
Agent Notes	The notes written in the agent's account profile.
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.
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.
Username Domain	The domain of the agent's email account.
Secondary ID	Additional ID associated with the agent.
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 Customizable method of delivering contacts to an agent via Studio scripts. Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
WFM Notification Enabled	Whether WFM notifications are enabled for the agent.
WFM Notification Interval	If WFM notifications are enabled for the agent, how often they occur.
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.

You can filter by team ID, team name, agent ID, employee ID, agent status, and department to refine the information displayed on this page.