Status Overview

Introduction

This report displays all useful information of Statuses. This can be of all statuses or of a selection of statuses, depends on the parameter configuration.

The report contains the following items:

  • Status

  • Parameters

 

Status

The “Status” item displays the all the available information about a status. The item contains the following items:

Item

Description

Agent

Grouped by the Agents

UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers.

Grouped by UCC.

Date

Grouped by the day.

Start

Time the presence started.

End

Time the presence ended.

Status

Type of the presence

Device

The Device where the presence was set.

Location

The Location item displays the location on where the status was set.

Available

Total time in Available

InCall

Total time in InCall

Busy

Total time in Busy

DoNotDisturb

Total time in DoNotDisturb

Discharge

Total time in Discharge

Away

Total time in Away

Offline

Total time in Offline

ReasonCode

Total time in Reason Code

Total

Total time

Reason

Reason of the presence

Formal

If the Agent was Informal or Formal (Signed in or Not signed in)

 

Parameters

With parameters it is possible to filter the record. Below are the parameters available for this Report:

Parameter

Description

Language

Select the language for the reports. More languages can be installed in the Language.rdl report.

UCC

Filter on UCC. Select UCC through a check box.

Starttime

Display all records on and after this date.

Endtime

Display all record before this date.

Agent

Display the records of selected Agent.

Agents Filter

Enable or Disable Agents filter

Note Use parameter Agents to select Agents.

Agents

Filter on Agent sipThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. addresses in this field.

Multiple Agents can be entered.

Devices

Filter out specific devices.

ExpandGroup

Open all closed groups in one click. Useful for report exports.

ShowPresence

Filter active presence:

  • All
  • Active
  • Not-Active (formal signed out)

CountFormal

Toggle that formal inactive should be counted in duration.

View

Toggle the view of the Status over view

  • TimeDuration
  • Timeline
  • Both