About this tab
Agent Reports shows how each Agent spent their shifts: when they logged in and out, how long they spent in each status, and how many calls they handled. You pick a time window, filter by Agent, and export the result.
Who can access it
Admin, Super Admin, Account Owner, System Admin. Agents do not have this tab.
Step by step
- Open Agent Reports.
- Set From and To to choose the time window.
- Use Agent Name Filter to show one Agent or All Users.
- Read the Agent Performance totals across the Agents shown.
- Review each Agent's row in the session table.
- Open an Agent to see the calls in that window.
- Click Export CSV to download the report.
Fields explained
| Area | Field | What it means |
|---|---|---|
| Agent Performance | Agents In Window | Agents with a session in the selected window. |
| Agent Performance | Currently Active | Agents who are logged in now. |
| Agent Performance | Total Logged Time | Logged-in time across the Agents shown. |
| Agent Performance | Total Calls | Calls logged across the Agents shown. |
| Session table | Name, Login ID, User ID | Who the row belongs to. |
| Session table | Shift Start, Shift End | When the Agent logged in and out. |
| Session table | Logged | Total logged-in time for the shift. |
| Session table | Calls | Calls the Agent handled. |
| Session table | Ready, N/Ready, In-Call, Wrap-up, Break, Meeting, Bathroom | Time spent in each status. |
| Agent calls | Phone Number, Time, Duration, Disposition, Recording | The Agent's calls in the window. |