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ContactNow: Graphical Analytics - Agent Time Recording (Contact Center)

The Agent time recording allows admins to monitor agent activity in a day such as agents are logged in time, logged out times and on breaks.

To access the Agent time recording report, hover over the Analytics icon from the Navigation bar click on Agent time recording.

Select a Date Range – The date and time picker on the right will allow you to select a date and time range for your report. You can manually select the date range or select from the pre-defined date ranges listed.
Add a Filter – Select the data you want to view, and exclude the data you do not wish to see.
Visualize Data on a Graph - View your report in either pie or line graph format.

Filters on Agent Time Recording report will provide data for the below variables:

  • Average Time: Average time the agent spends in a status: Available, Offline, Idle or Busy
  • Duration: The total amount of time an agent has spent in a specific status

Display data in a table - Deep dive into your reports and view your data in columns.
Export – Retrieve selected call reports in PDF, XLS and CSV format. All reports are printable by clicking Print report button.


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