The Agent performance - login/logout details dashboard presents the agents' ContactPad presence and absence details for the selected time. Information includes logged in/logged out times, durations of being logged in/logged out, and presence state details grouped by presence state.
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The Logged in tile displays the times when the agent became present in ContacPad (Ready, Ready for Outbound, Ready (Offline), Away or ExtendedAway presence state). These events are not always equal to the VCC login activity.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Login time—the time when the agent became present in ConactPad (went to Ready, Ready for Outbound, Ready (Offline), Away or ExtendedAway presence state) in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 21:37:00. The Login time is NULL whenever the agent has yet not become present in ContactPad for the selected data range.
Logged out tile
The Logged out tile displays the times when the agent became absent in ContacPad (LoggedOut presence state). These events are not always equal to the VCC login activity.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Logout time—the time when the agent became absent in ContactPad (went to LoggedOut presence state) in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 21:37:00. The Logout time is NULL whenever the agent has yet not become absent in ContactPad for the selected data range.
Logged in duration tile
The Logged in duration tile displays details about the agent being present in ContactPad (Ready, Ready for Outbound, Ready (Offline), Away, or ExtendedAway presence state). It displays both completed and ongoing agent's ContactPad presence.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Start date—the date on which the agent became present in ContactPad in YYYY-MM-DD format. For example, 2021-07-31.
- End date—the date on which the agent stopped being present in ContactPad in YYYY-MM-DD format. For example, 2021-07-31. The End date is NULL whenever the agent is still present in ContactPad for selected data range.
- Login duration—the duration of time the agent was present in ContactPad in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 21:37:00. The Login duration is 00:00:00, whenever the agent is still present in ContactPad for selected data range.
- Status—the status indicating whether the agent is still present in ContactPad (ongoing) or has become absent (completed).
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The Logged out duration tile displays details about the agent being absent in ContactPad (LoggedOut presence state). It displays both completed and ongoing agent's ContactPad absence.
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- Agent—the name of the agent as defined in the VCC admin portal during agent creation.
- Agent ID—the unique identifier for the agent. This is the ID of the agent as defined in the VCC admin portal during agent creation.
- Start date—the date on which the agent became absent in ContactPad in YYYY-MM-DD format. For example, 2021-07-31.
- End date—the date on which the agent stopped being absent in ContactPad in YYYY-MM-DD format. For example, 2021-07-31. The End date is NULL whenever the agent is still being absent in ContactPad for selected data range.
- Logout duration—the duration of time the agent was absent in ContactPad in YYYY-MM-DD hh:mm:ss format. For example, 2021-07-31 21:37:00. The Logout duration is 00:00:00, whenever the agent is still absent in ContactPad for the selected data range.
- Status—the status indicating whether the agent is still absent in ContactPad (ongoing) or has become present (completed).
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