Agent Status Log Guide

——Learn how to view the agent status log through this article

Role of Agent Status Log

「Agent Status Log」is a log module that records the changes of agent login status and work status. This module can provide you with these capabilities:

• Query the log of agent "login status" and "work status" changes. (Login status: the status of agent logging in to phone bar. Including: Online/DND/Break/Custom Status/System Locking/Offline; work status: the status of the agent handling the call. Including: Ready/Occupied/Calling/Dialing/Talking/Holding/Sorting/Locking.)
• Support department-level data isolation. Admins can only view the logs of their own departments and sub-departments.

Main Functions of Agent Status Log

• Support querying operation logs of agent "login status" and "work status". For example, you can analyze the duration % of actual calls during the time when the agent login status is「Online」.
• Support department-level data isolation. Admins can only view the logs of their own departments and sub-departments.

How to Use Agent Status Log

● Query Logs

Query logs by "Start Time", "Agent", "Login Status" and "Work Status" (Figure 1). (Query of invalid agent data is supported, as shown in Figure 2)

Figure 1: Agent Status Operation Log List

Figure 2: Select Agent Pop-up Window