Daily Snapshot of Agent Time in Various States
How can I get a daily snapshot of agent time spent in various states?
To get a daily snapshot of agent time spent in various states, use the Agent state daily dataset. This dataset provides a clearer view of daily agent activity without the complications of multi-day durations.
For detailed instructions on creating a daily state report, refer to the Explore recipe: Reporting on agent state. This approach helps you see how much time agents spend in different states each day, offering a more precise daily analysis.
More related questions
Why does the State Detail dashboard show durations over 24 hours?
The State Detail dashboard can show durations over 24 hours due to multi-day time filters. When you apply a multi-day Time filter, it affects both the Start and End times of an agent's state, which can lead to durations appearing longer than 24…
How does a multi-day time filter affect state duration reporting?
A multi-day time filter can cause state durations to appear longer than 24 hours. This happens because the filter applies to both the Start and End times of an agent's state, which can result in a multi-day duration being reported on a single day….
What happens if a time filter excludes the End time in a report?
If a time filter excludes the End time, the report cannot calculate the duration. This is because both the Start and End times are necessary to determine the duration of an agent's state. Without both times, the report lacks the necessary data to…
Why might a single day's report not show any duration information?
A single day's report might not show any duration information if the time filter doesn't include both the Start and End times of a state change. Without both times, the report cannot calculate the duration. For example, if an agent goes offline…
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