Unity - Agent Activity Detail Report

Access Reporting

From the Unity application, click the Reports button at the top to open the Report Viewer window.

Run the Report

In the Report Viewer window, select Agent Activity Detail Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Filters: Select specific agents to run the report for, or select All Agents at the top of the list. 
  
  
• Output Type: Choose either PDF or Excel format. 
  
  

Report Output

This report outputs a table showing each activity an agent performs.

• Agent Name – Name of the agent.
• Activity Time – Time the activity occurred (based on the user's time zone setting in their profile).
• Activity Type –
  • Call – Activity related to a call, either an ACD call, a direct call to the user, or an outbound call.
  • State – Changes made to the ACD state of the user.
    NOTE: There is no way to show who or why the ACD state was changed.
• Activity Detail –
  • Answered – Answered an inbound call.
  • Call Held – Put the caller on hold.
  • Call Retrieved – Retrieved call from hold.
  • Placed – Placed outbound call.
  • Call Released – Hung up on an active call or declined a ringing call.
  • AVAILABLE – ACD state set to available.
  • WRAP-UP – ACD state set to wrap-up.
  • UNAVAILABLE XX – Agent went into an unavailable code (XX reflects the unavailable code number).
  • SIGN-IN – ACD state set to sign-in.
  • SIGN-OUT – ACD state set to sign-out.
• Call Type –
  • Inbound ACD – Inbound call from queue.
  • Outbound – Outbound call placed by agent.
  • Inbound – A direct call to the agent, not from a call center.
  • Internal – Internal call to another user on the account.
• Callers/Called Number – Phone number of the caller for inbound calls, or phone number called for outbound calls.
• Number Called – Phone number called by an inbound caller.
• Transfer Number – Phone number or extension a call was transferred to by the agent.
• Transfer Location – Where a call was transferred:
  • Outside Enterprise – Call was transferred to an outside number.
  • Call Center – Call was transferred to another call center.
  • Within Enterprise – Call was transferred to a non-call center location inside the enterprise.

Troubleshooting Tip: This report can be helpful in diagnosing issues described as "agents randomly being set to Unavailable." By running the report for the user in question, you can see the actions for that agent prior to the ACD change. If you are seeing multiple consecutive "Call Released" activities prior to the ACD change, it would be wise to check both the user's call center settings as well as the enterprise Agent Default Settings for the "Force Agent to unavailable after [] bounces" setting. If this is active, and the count of consecutive bounces matches the number on this setting, then this issue can be solved by agents placing themselves unavailable when they are not taking calls to avoid bounces.