Agent State Report

Updated 

17 days ago

The Agent State Report provides details on the current state (if a user is working on a Case, idle, on call, or in another state) and availability status (available, busy, break, and so on as per configuration) of the users logged in to the platform. It helps infer the current user availability in the contact center and the running time for which the user is continuously in the specified state/status.

The Agent State Report belongs to the Real Time Reports Report Group. Below are some of the scenarios where this Report is beneficial:

  • Live reporting on current agent state and status.

  • Current time spent by agents in the status.

  • Detailed data with timestamps of status change and Queue details of the agent.

Attribute

Status

Behavior of User Custom Fields

Not supported.

Behavior of Case Custom Fields

Not supported.

Date Filter

Real-time.

Record Creation Time

Records are created in real-time

Refresh Frequency

Records are refreshed in real-time.

Aggregation Supported

-

Metrics and Dimensions

The following are the Metrics and Dimensions available under the Agent State Report:

Name

Descriptions

Agent Count

Count of agents in the defined current state, if the Dimension is
plotted, or else it will show the overall total agent count.

Name

Descriptions

Agent Current Status

Indicates the current status of the agent. It will change and refresh as the status of the agent changes.

Agent Current State

Indicates the current state of the agent. It will change and refresh as the state of the agent changes.

Agent

The sprinklr user for whom the report is being generated.

Work Queue

Name of the Work Queue in which agent is currently assigned to. If agent is assigned to multiple work queues, it will create multiple rows. If the Work Queue is not shared with the particular user, it will show the
unique ID of the Queue.

Last Updated Time

Date timestamp when the record was last updated.

State Start Time

Date timestamp of when the current state of the agent started.

Agent Skills (Comma Separated)

Agent Skills assigned to the agent, if multiple Skills are assigned, it
will come comma separated.

Agent Skill VS Proficiency (Comma Separated)

Agent Skills assigned to the agent, if multiple Skills are assigned, it
will come comma separated.

Agent Skill

Agent Skills assigned to the agent, if multiple Skills are assigned, it
will come comma separated.

Agent Manager

Agent Manager Assigned to the user.

Agent Group

Agent Groups for which the User is part of, if they are part of multiple
groups it will create multiple rows.

This concludes our comprehensive coverage of the Agent State Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.

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