Agent Work Reason Report
If you have agents that are required to log in/out, this report can help you identify how your agents spend their time.
When an agent logs out from their extension, the agent is prompted to enter a "reason code" (also referred to as an idle code, which is defined within the profiles). This report will show you the frequency and duration of time spent logged out with each reason code.
|Interval||This is the interval selected from the 'By' value: 1/2 Hour, Hour, Day of Month, Day of Week, or Month.|
|Code Count||For each reason code, this is the sum of the times the agent entered each code (how many times the agent logged out) within the interval of the selected period.|
|Code Duration||For each reason code, this is the sum of all durations from logout to the next login (how much time the agent spent logged out for each reason code).|
|Total Count||Sum of all log outs with each reason code.|
|Total Duration||Sum of all durations logged out with each reason code.|
|Average Duration||Mean average duration logged out with each reason code. This is at the bottom of the table below the totals.|