NextOS Call Center: Agent Sign In/Out Report

This report can be run from the Supervisor Dashboard. Click here to return to the Supervisor Dashboard article.
 

From the main dashboard, select Reporting at the top right. 

Report Input

Scope: Select all agents or a specific set of agents.

Type: Run reports over a selected period of time or receive real-time updates. You can also choose to schedule emailed reports at a recurring time.

Output Format: Export the report into an Excel or PDF document if real-time data is not needed.

NOTE: Real-time reports can only be viewed as HTML as they are updated automatically.

Report Output

Display all sign in and sign out punches during a given time period. If run on multiple agents it will have a section for each agent.



 

Sign In Date/Time - View the date and time agents set their ACD state to any of the sign in states (Sign in, Available, Unavailable, Wrap Up). This will be based on the time zone of the supervisor running the report.

Sign Out Date/Time - View the date and time agents set their ACD state to Sign out. This will be based on the time zone of the supervisor running the report.

Staffed Duration - Total time the agent was signed into the call center.