Agent State Log Data Download Report

Required security profile permissions: Data Download View

The Agent State Log data download report (350083) displays information about all of your agents' states within the specified time period.

Select Report Option

See Data Download for details about all options available in the Select Report Option section when you run a data download report.

Columns

Agent_Session_ID: The unique, system-generated ID of the agent login session.
Agent_No: The unique, system-generated ID of the agent.
Agent_Name: The name of the agent as displayed in the agent's NICE inContact user profile.
Team_No: The unique, system-generated ID of the team to which the agent belongs.
Bus_No: The ID of the business unit to which the agent belongs.
StateIndex: Identifier for the state that the agent was in while logged in.
Start_Date: The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY HH:MM.
Working: Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).
Available: Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).
Outstate_Code: The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.
Outstate: The agent's reason for being unavailable.
Log: Identifier for the state of the log. It is one of 0 (first entry in the log), 1 (any intermediate entries), 2 (last entry for the log).
Skill_No: The unique, system-generated ID of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to which the agent belongs.
Skill_Name: The name of the skillClassification used to facilitate the delivery of contacts; assigned to agents based on abilities, specialties, and knowledge to which the agent belongs.
Duration: The total number of milliseconds the agent spent in the stateThe availability status of an agent. that day.
End_Date: The time the agent left the state referenced by the state index. It has a format of MM/DD/YYYY HH:MM.