Agent Away Reason Summary #
The table below shows which fields are available on the Agent Away Reason Summary template
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Agent Times #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Away Reason (agtAwayReason) |
Away Reason | ✔ |
| First Away Time (firstAway) |
The first time that an agent entered the Away state. | ✔ |
| Total Away Count (totAwayCount) |
The number of times that the agent transitioned into the away state. | ✔ |
| Total Away Time (totAway) |
The total time an agent has spent in the away state. | ✔ |
Agent Times (%) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| % Total Away Reason (perTotAgentAwayStateReason) |
The percentage spent in this away state for the report. | ✔ |
Agent Times (Average) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Avg Away Time (avgAway) |
The average time the agent has spent in the away state. | ✔ |
Agent Times (Max) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Longest Away Time (maxAway) |
The longest time the agent has spent in the away state. | ✔ |
Call Info (Advanced) #
| Field Name (Internal) |
Description | Default Field? |
|---|---|---|
| Account ID (siteId) |
The ID of the communication system being monitored. | |
| Account Name (siteName) |
The name of the communication system being monitored. |
Filter Fields #
This section outlines which filter fields can be used on the Agent Away Reason Summary template
| Field Name | Description |
|---|---|
| Account ID | The ID of the communication system being monitored. |
| Account Name | The name of the communication system being monitored. |
| Agent State | The availability state of an agent at a particular time. |
| Away Reason | Away Reason |
| Start Time | The time the call or call segment started ringing. |