The Agent Login Activity report shows when agents logged into iService and how many interactions they handled.  This report helps identify when agents are working within iService, and provides insight into the amount of work they are getting done during each period.

 

The report aggregates time online by agent and groups it with subtotals for each day during the report period, along with a total for the entire report period. It calculates these times based on the login date/time and the logout date/time, which could be an actual clicking of the logout link or an automatic logout because of inactivity.

 

Setup Required

There is no setup required. The report uses standard iService interaction information.

 

Parameter Selection

Select the agents and the time frame for the report. The time frame is based upon the date/time that the agent logged into iService, not when they were logged in. For example, if an agent logged into iService at 11pm on  January 5 and logged out at 7am on January 6, their login session would NOT be included in a report that begins on January 6. It is only included if the period covers the actual login event.

 

Report Example