Help Center/ Cognitive Engagement Center/ User Guide/ Inspector Guide/ Performing Agent Monitoring and Inspections/ Report Query/ Agent Timesheet Report
Updated on 2025-01-23 GMT+08:00
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Agent Timesheet Report

Procedure

  1. Sign in to the AICC as a tenant administrator or an inspector and choose Report > Agent Timesheet Report to query agent timesheet report data.

    Figure 1 Agent Timesheet Report
    • Report Type: The options are Daily report, Weekly report, and Monthly report.
    • Report time: Set the time range for report data query.
      • Daily report: The time range cannot exceed 31 days.
      • Weekly report: Set the start year and week as well as the end ones.
      • Monthly report: Set the start year and month as well as the end ones.

      The Start Week/End Week and Start Month/End Month drop-down list boxes support search and filtering.

    • Start Agent ID: The value can contain a maximum of five characters. If no value is entered, the search result contains the agent timesheet report data of all agent IDs in the current tenant space.
    • End Agent ID: The value can contain a maximum of five characters. The end agent ID must be greater than or equal to the start agent ID.

  2. Filter indicators.

    1. Click Set Table Header. The Filter Indicator dialog box is displayed.
      Figure 2 Filter Indicator dialog box
      Table 1 Indicators in the Filter Indicator dialog box

      Indicator

      Description

      work duration (s)

      Total duration from the time when an agent signs in to the time when the agent signs out.

      Manual call duration (s)

      Total call duration of an agent, excluding the text chat duration.

      Total multimedia processing duration (s)

      Total multimedia session duration.

      Total ring duration (s)

      Total ring duration of an agent, excluding the call duration.

      Wrap-up duration (s)

      Total duration when an agent is in wrap-up state.

      Idle duration (s)

      Total duration when an agent is in idle state.

      Busy duration (s)

      Total duration when an agent is in busy state.

      Rest duration (s)

      Total leave duration of an agent or duration when the agent is in rest state.

      Other time(s)

      Other time = Total signed-in duration – Total net work duration – Total idle duration – Total busy duration – Total wrap-up duration – Total ring duration – Total rest duration

      NOTE:

      The total net work duration indicates the duration when an agent is in talking state. If the agent is in both a multimedia call and a voice call for a period of time, the period is counted only once.

      Total Incoming Voice Calls

      Total number of voice inbound calls.

      Total Number of Outgoing Voice Calls

      Total number of voice outbound calls.

      Total Incoming Multimedia Calls

      Total number of multimedia inbound calls.

      Total number of multimedia outgoing calls

      Total number of multimedia outbound calls.

      Rest times

      Number of times that an agent enters the rest state.

      Busy times

      Number of times an agent enters the busy state.

      Wrap-up times

      Number of times that an agent enters the wrap-up state.

      Voice Call Ratio (%)

      Percentage of voice call duration to total work duration.

      Idle Rate (%)

      Percentage of an agent's total idle duration to total work duration.

      Busy duration rate (%)

      Busy duration rate = (Total busy duration/Total work duration) x 100

      Rest duration rate (%)

      Rest duration rate = (Total rest duration/Total work duration) x 100

      Wrap-up duration rate (%)

      Wrap-up duration rate = (Total wrap-up duration/Total work duration) x 100
    2. Select the report indicators to be displayed and click OK to save the configuration.

  3. Switch the data display mode.

    • Click Switch To Chart to switch the data display mode from table to line chart and bar chart.
    • Click Switch To Table to switch the data display mode from line chart and bar chart to table.

  4. Export report data.

    1. Click New export task. The export task page is displayed.
    2. Configure an export task.
      • Export File Format: The exported file can be in CSV or PDF format.
      • Compressed password: The value is a string of 8 to 12 characters and must contain letters, digits, and special characters (excluding |;&$-<>/\`!#(){}, spaces, newline characters, and tabs).
        • The compression password is used to open the downloaded package.
        • You do not need to configure the compression password in the independent deployment environment.
      • Click OK to create an export task.
    3. Click Export task view to view the export tasks in the last seven days.
    4. Select the created export task based on Export Start Time and Status, and click download to export the report file to the local PC. To open the report file on the local PC, you need to enter the compression password set when you create the export task.

Parent topic: Report Query