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Agents Clocked-In Stats

Learn how to run the Agents Clocked-In Stats report, understand the output, and download it.

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The Agents Clocked-In Stats report provides data about agents' presence in the Dialer and the breaks they took.

To run the report:

  1. On the Dialer home page, click Reports and select Agents Clocked-In Stats.

    Screenshot of Agents Clocked-in Stats in the Reports menu

    Agents Clocked-in Stats in the Reports menu

  2. Set the necessary parameters under Search Params to filter the report output:

    Screenshot of the report filters

    Report filters

    1. In the Period field, specify the date and time range for the report. On the Dates tab, select the starting and ending date and time. Alternatively, on the Bookmarks tab, select one of the specified ranges from the dropdown list.
    2. In the Users field, select one or more agents. If you don’t specify any agent, the report will extract all user data.
    3. In the Groups, Skill Groups, and User Desks fields, select a group of users to show in the report output (optional).
    4. In the Clocked Out Reasons, select what breaks you wish to include in the report. If none is selected, all breaks are displayed.

  3. Click Generate to run the report and display it in the lower part of the page. The table below contains explanations of the columns.
    Click Download CSV to save the report as a .scv file.

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IMPORTANT

The time in the Period field is UTC 0, which can differ from your timezone. Filling out the Period field is mandatory.

Screenshot of the report output

Report output

ColumnDescription
UserAgent's name.
Total Logged In TimeThe total duration of the agent's stay in the system
Total Clocked In TimeThe total duration of the agent's clock-ins
Total Clocked In CountThe total number of times the agent clocked in. You can click on the number to open a new window with detailed data about clocked-in/clocked-out times and break durations, downloadable as a .csv file.
Total Breaks In TimeThe summarized duration of all breaks the agent took
Start ShiftThe summarized time between login and clock-in moments. The digit that precedes the time shows the number of logins
Break Duration: [reason]The number and total duration of the agent's break with a specific reason
Break Duration: SystemThe number and total duration of the agent's breaks without clocked-out reasons. Such breaks can happen because the agent closed the browser without clocking out, was forced out by the manager, or system issues.

Updated 6 days ago