Real Time Agent States Data Download Report

Required security profile permissions: Data Download View

The Real Time Agent States data download report (350041) displays current information about the agents who are logged in, including their current stateThe availability status of an agent., whether they are available, and the ID associated with the contact they are handling, if any.

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_No

The unique, system-generated ID of the agent.

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).

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.

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.

Station_ID

The unique, system-generated ID of the agent station.

Contact_ID

The unique, system-generated ID of the contact interaction.