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Working with Advanced Reports >
User Status Duration Report
This topic describes the User Status Duration Report. The User Status Duration Report tracks agent activity using the user-defined agent statuses. It provides more detail about how agents spend their time compared with the standard ACD statuses of Available, Busy, and On Break.
This report tracks the following information:
Use this report to assist contact center management in determining how a specific user spends time compared with other users.
NOTE: You can also configure this report to show all activities by all users or for selected users.
Parts of the User Status Duration Report
This topic describes the different parts of the User Status Duration Report:
- Date(s). The period between the start and end dates.
- Users. The names of the users, as indicated in the Content tab.
- Report Printed On. The date and time, based on the time zone selection.
- Page 1 of x. Where x indicates the total number of pages.
Table 112 describes the User Status Duration Report elements, the corresponding tables, and the formulas used in the calculations (where applicable).
Table 112. User Status Duration Report
| Item
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Description
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Table
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Calculation
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| Status
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The name of the user-defined status.
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The corresponding tables include:
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Not applicable
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| Duration
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The cumulative time spent in the status.
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The corresponding tables include:
- UserStatusDuration
- Duration
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Not applicable
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| ACD State
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The ACD status (Available, Busy, or On Break) that corresponds to the user-defined status.
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The corresponding tables include:
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Not applicable
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| % of Total
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The time the user spent in each status as a percentage of the total duration signed in for that day.
NOTE: This percentage might not equal 100 percent for the total.
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The corresponding tables include:
- UserStatusName
- UserStatusDuration
- TimeUserLoggedIn
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Calculate the sum of (UsersStatusDuration) divided by the sum of (TimeUserLoggedIn)
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| First Log In
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The timestamp of the first login of the day.
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None
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Not applicable
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| Last Logout
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The timestamp of the last logout of the day.
If the agent is logged in, this field is blank.
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None
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Not applicable
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| Total At Work Time
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The total time of the user for the day.
If the agent is still logged in, this field is blank.
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TimeUserLoggedIn
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Time difference between the user's first login timestamp and the last logout timestamp.
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| Total Busy
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The total duration for the ACD status Busy.
This duration includes the user-defined status as well as the ACD status.
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TotUserBusy
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Calculate the sum of (TotUserBusy)
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| Total Available
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The total duration for the ACD status Available.
This duration includes the user-defined status as well as the ACD status.
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TotUserAvailable
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Calculate the sum of (TotUserAvailable)
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| Total On Break
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The total duration for the ACD status On Break.
This duration includes the user-defined status as well as the ACD status.
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TotUserOnBreak
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Calculate the sum of (TotUserOnBreak)
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