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Agent Activity Report

This report provides detailed records of activities of selected agents in chronological order.

Metric Name	Description
Time	Time when the activity started. Only the activities that started within the selected reporting interval will be shown.
Activity	Activity type. Can be one of the following: Ready Not Ready Inbound Outbound Conference
Duration	Time spent in this activity. For interaction processing activities, includes both in-focus and out-of-focus time, as well as ACW time.
Detail	For the Outbound activity, displays the extension of the called party if the call was made internally and was answered. For the Inbound activity, displays remote party’s the Caller ID for calls, IP address for chats, and email address for emails. For the Not Ready activity, displays the reason for being Not Ready if one is specified (otherwise, generic Not Ready).
Talk Time	Displayed for interaction-handling activities only. For calls, total time the agent spent talking during this activity. Excludes the hold times. For emails and chats, total time that the agent had the interaction in focus during this activity.
Hold Time	Displayed for interaction-handling activities only. For calls, total time the agent had the call on hold during the activity. For emails and chats, total time that the agent had the interaction out of focus during this activity.
Service	For an interaction-handling activity, displays the name of the service associated with this interaction.
External Number	For an Inbound activity, displays the originally dialed number or original destination email address. For an Outbound activity, displays the caller ID or the content of the From field of the email when it left the system.
Disposition	For interaction-handling activity, provides information about how the activity ended. Can be one of the following: Caller Terminated: inbound call/chat terminated by the customer Callee Terminated: outbound call/chat terminated by the customer Agent Disconnected: call/chat terminated by the agent Rejected: interaction rejected by the agent No Answer: interaction not accepted by the agent Busy: outbound call did not complete because the destination was busy or did not answer within a timeout Network Failure: outbound call did not complete because of the network congestion System Disconnected: call/chat was disconnected by the system Abandoned: outbound call terminated by the agent before it was answered Transferred: remote party on the interaction changed due to a transfer (the after-transfer phase will be shown as a subsequent activity) Terminated by Transfer: agent transferred the interaction Conferenced: call/chat became a conference (the conference phase will be shown as a subsequent activity) Replied: inbound email replied by the agent Closed: inbound email closed without reply by the agent Service Changed: email re-categorized by the agent (service associated with the email was changed and the same agent continued processing it; subsequent email processing will be shown as a separate activity) Sent: outbound email was sent by the agent Discarded: outbound email was discarded without being sent by the agent Saved: email was saved as a draft in the agent’s personal queue
Agent disposition	For an interaction-handling activity, displays the disposition assigned to the call by this agent.
Media type	For an interaction-handling activity, displays the interaction media type.
Case	For an interaction-handling activity, displays the identifier of the case that this interaction is related to. Currently applies to email interactions only.

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