Worker State Summary Report
The Worker State Summary Report displays a summary of the time workers spend in various states. This report is divided by Worker’s names.
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To generate a Worker State Report: |
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Open the Worker State Summary Report page (Reports > Interaction Center Reports > Voice Reports > Worker State Summary Report); the following appears: |
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Select the appropriate filter fields to generate your report: |
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Date From: Defines this report for a specific time range. |
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Date To: Defines this report for a specific time range. |
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Worker: Defines information that is related to a specific worker. |
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State: Defines information that is related to a specific worker state or “Any’. The worker state can be any of the following values: |
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Any: Defines the information that relates to all states. |
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Logged-in: Defines the information that is related only to the login time. |
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Ready: Defines the information that is related only to the ready time. |
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Not Ready: Defines the information that is related only to the not ready time. |
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In a Call: Defines the information that is related only to the talking time. |
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Wrap-up: Defines the information that is related only to the wrap-up time. |
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Timezone Display Mode: Defines this report in different time zones. The time zone of calls can be one of the following options: |
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Tenant time zone: Defines the information in this report based on the tenant configured time zone. |
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Flow time zone: Defines the information in this report based on the time zone configured under the Telephony Setting settings. |
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Local time zone (Web): Defines the information in this report on the browser local time zone. |
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The following is a description of the report fields. |
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| Worker Name |
Defines the name of the worker.
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| State |
Defines the various states in which a worker can be. |
| Sub State |
Defines the 'Sub' state information related to the state (e.g., Not- Ready reasons). |
| Total |
Defines the total time the worker spent on a sub state. |
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4.
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Click Generate to generate the report; click Export CSV to export the report in CSV format. |
