Below is a glossary of definitions used by the system reporting for the “Agent Availability” report type alongside a brief explanation of what it means.
Aswell as the metrics found below, any custom statuses configured will also be available in the reports. See this article for further information on how to configure custom statuses.
A
- Available (AM)
- This is the total time the call center agent was available for calls. This includes time logged in / online. It excludes statuses of unavailable such as break, lunch, meeting, web, and other.
B
- Break (B)
- This is the total time the call center agent’s status was set to “break”.
D
- Department
- If a department has been assigned, this is the call center agent’s department.
- Domain
- If managing multiple domains, this shows which domain the call center agent is in.
E
- Extension
- This is the call center agent’s extension.
L
- Logged In (LI)
- This is the total time the call center agent’s status was set to “online”.
- Lunch (L)
- This is the total time the call center agent’s status was set to “lunch”.
M
- Meeting (M)
- This is the total time the call center agent’s status was set to “meeting”.
O
- Other (O)
- This is the total time the call center agent’s status is not set to available, break, lunch, meeting, or web. Excludes unavailable status.
U
- Unavailable (UM)
- This is the total time the call center agent was not available for calls. Includes time logged off and offline statuses such as break, lunch, meeting, web, and other. Excludes online / available.
W
- Web (W)
- This is the total time the call center agent’s status was set to “web”.