Agent Away Reason Summary
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The table below shows which fields are available on the Agent Away Reason Summary template
info
Fields with a tick in the 'Default Field' column are automatically added to a report when using this template.
Agent Times
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| Field Name |
Description |
Default Field? |
| Away Reason |
Away Reason |
✔ |
| First Away Time |
The first time that an agent entered the Away state. |
✔ |
| Total Away Count |
The number of times that the agent transitioned into the away state. |
✔ |
| Total Away Time |
The total time an agent has spent in the away state. |
✔ |
Agent Times (%)
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| Field Name |
Description |
Default Field? |
| % Total Away Reason |
The percentage spent in this away state for the report. |
✔ |
Agent Times (Average)
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| Field Name |
Description |
Default Field? |
| Avg Away Time |
The average time the agent has spent in the away state. |
✔ |
Agent Times (Max)
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| Field Name |
Description |
Default Field? |
| Longest Away Time |
The longest time the agent has spent in the away state. |
✔ |
Call Info (Advanced)
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| Field Name |
Description |
Default Field? |
| Account ID |
The ID of the communication system being monitored. |
|
| Account Name |
The name of the communication system being monitored. |
✔ |
Filter Fields
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This section outlines which filter fields can be used on the Agent Away Reason Summary template
| Field Name |
Description |
| Account ID |
The ID of the communication system being monitored. |
| Account Name |
The name of the communication system being monitored. |
| Agent State |
The availability state of an agent at a particular time. |
| Away Reason |
Away Reason |
| Start Time |
The time the call or call segment started ringing. |