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Agent Activity Search

When you select option Agent Timeline from the menu on the left, you will see a set of search filters where you select an agent and set a desired time frame. Click the Search button.


Agent activity search


The search results pane will display all states within all working sessions of the selected agent that fit in the specified time frame. States will be represented by the same icons that are used in the Agent Desktop application. For each state, information about its start time, end time, and duration will be provided. For interaction-handling states (Busy and After-Call Work), media type of the handled interaction will be displayed.

For agent sessions where screen recording was used, a screen recording icon Reporting-reference-guide-image8.PNG will be displayed for all states within those sessions. See section Screen Recordings for more information.



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