Agent State Log Report
Required permissions: Data Download
The Agent State Log data download report displays information about all of your agents' states within the specified time period.
Select Report Option
You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.
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 |
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 |
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 skill |
Skill_Name |
The name of the skill |
Duration |
The total number of milliseconds the agent spent in the state 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. |