Agent State Log Expanded Report

Required permissions: Data Download

The Agent State Log Expanded data download report displays information about all of your agents' states within the time period you select. It displays all of the same data as the Agent State Log report, plus additional columns with data about the agents' specific states and how long they spent in each state.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Learn more about the fields in this step

Columns

Agent_Session_ID	The unique, system-generated ID of the agent login session.
Agent_No	The unique, system-generated ID of the agent.
Agent_Name	The first and last name of the agent as displayed in the agent's CXone Mpower user profile.
Team_No	The unique, system-generated ID of the team the agent belongs to.
Bus_No	The ID of the business unit to which the agent belongs.
StateIndex	Identifier for the state that the agent was in while logged in.
Start_Date	The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY.
Working	Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).
Available	Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).
Outstate_Code	The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.
Outstate	The agent's reason for being unavailable.
Log_State	Identifier for the state of the log. It is one of 0 (first entry in the log), 1 (any intermediate entries), 2 (last entry for the log).
Skill_No	The unique, system-generated ID of the skill to which the agent belongs.
Skill_Name	The name of the skill the agent belongs to.
State	The agent's state, such as Available, Working, or After Contact Work (ACW).
Duration	The total number of milliseconds the agent spent in the state that day.
Duration in Seconds	The total number of seconds the agent spent in the state that day.
End_Date	The time the agent left the state referenced by the state index. It has a format of MM/DD/YYYY HH:MM.