Agent Activity Report Excel Data

Updated on 15 Feb 2023
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This article covers all data and descriptions of the Agent Activity report generated in excel format.

Columns and descriptions of the agent activity excel report are given in the table below.

Column	Description
UID	The unique ID of the agent.
AGENT	The name of the agent.
XVALUE	The date the calls were made.
Inbound Call Duration	The amount of time (hours, minutes, and seconds) that an agent spent in handling inbound calls.
Outbound Call Duration	The amount of time (hours, minutes, and seconds) that an agent spent in handling outbound calls.
Internal Call Duration	The amount of time (hours, minutes, and seconds) that an agent spent in handling internal calls.
Begindate	The begin date and time an agent's status started.
End Date	The end date and time an agent's status ended.
Event Type	The event type of the status.
Status	The status of the agent.
Reason	The reason of the agent’s status.
INTERFACE	The PJSIP channel of the agent's extension.
RINTERFACE	The PJSIP channel of the agent's session.
Duration	The amount of time (hours, minutes, and seconds) that an agent spent in the related status.
Total	The total number of calls.
Answered	The total number of answered calls.
Login	The amount of time (hours, minutes, and seconds) that an agent remains logged on the system.
Not Ready	The amount of time (hours, minutes, and seconds) that an agent spent in the Not Ready status.
NOTREADYACW	The amount of time (hours, minutes, and seconds) that an agent spent in the After Call Work status.
Ready	The amount of time (hours, minutes, and seconds) that an agent spent in the Ready status.
IDLE	The amount of time (hours, minutes, and seconds) that an agent spent in the Idle status.
After Call Work	The amount of time (hours, minutes, and seconds) that an agent spent in the After Call Work status.
After Login	The amount of time (hours, minutes, and seconds) that an agent spent in the After Login status.
Hold	The amount of time (hours, minutes, and seconds) that an agent spent in the Hold status.
Break	The amount of time (hours, minutes, and seconds) that an agent spent in the Break status.
Lunch	The amount of time (hours, minutes, and seconds) that an agent spent in the Lunch status.
Meeting	The amount of time (hours, minutes, and seconds) that an agent spent in the Meeting status.
Technical Issue	The amount of time (hours, minutes, and seconds) that an agent spent in the Technical Issue status.
Medical	The amount of time (hours, minutes, and seconds) that an agent spent in the Medical status.
Back Office Activity	The amount of time (hours, minutes, and seconds) that an agent spent in the Back Office Activity status.
Training	The amount of time (hours, minutes, and seconds) that an agent spent in the Coaching status.
Other	The amount of time (hours, minutes, and seconds) that an agent spent in the Other status.
After Camp. Work	The amount of time (hours, minutes, and seconds) that an agent spent in the After Campaign Work status.
Efficiency	The ratio of the sum of total talk time and after call work time to login time.
Hit Rate	The ratio of answered calls count to total calls count.
Inbound	The total number of inbound calls.
Outbound Call	The total number of outbound calls.
Internal Call	The total number of internal calls.
Campaign	The total number of campaign calls.
Not Campaign	The total number of calls without campaign calls.
Requirement Count	The total number of requirement calls.
Avg. Talk Duration	The amount of average time (hours, minutes, and seconds) that an agent spent in handling customer calls.
Avg. Inbound Talk Duration	The amount of average time (hours, minutes, and seconds) that an agent spent in handling inbound calls.
Avg. Outbound Talk Duration	The amount of average time (hours, minutes, and seconds) that an agent spent in handling outbound calls.
Avg. Internal Talk Duration	The amount of average time (hours, minutes, and seconds) that an agent spent in handling internal calls.
Chat	The total number of webchat calls.
CHATTALKTIME	The amount of time (hours, minutes, and seconds) that an agent spent in the webchat calls.
Phone	The phone number of the contact.
SESSIONID	The ID number of the agent's session.
CALLID	The ID number of the call.
Skill	The skill number to which an agent is assigned.
Call Direction	The direction of the call.
SRCEVENT	The source event of the status change.
CONTID	The ID number of the contact.
DESTCALLID	The ID number of the destination.

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