Agent Session Details Report

overview the agent session details report provides a detailed, agent wise record of all login sessions within a given time period it captures each agent’s session activity , including login/logout timestamps , ready and break intervals , and auto call on/off durations this report is crucial for tracking agent availability , adherence to schedules , and utilization patterns across campaigns and queues supervisors can use it to verify when agents were active, on break, or ready to handle calls purpose use this report to monitor agent login and logout behavior across campaigns track ready , break , and auto call on/off durations to measure productivity identify inactive sessions , delayed logins, or excessive breaks ensure agents adhere to staffing schedules and shift policies report fields column name data type definition user id string unique system identifier for the agent user name string the name of the agent session id string unique identifier for the agent’s current session a new session id is created each time the user logs in login time time timestamp indicating when the agent logged in to the system note the actual login may differ slightly from the time the agent clicked login , due to authentication and session initialization delays logout time time timestamp indicating when the agent logged out of the system note this may differ from when the user clicked logout , as the system may take time to complete logout total login duration duration total duration the agent was logged into the system for a session = logout time − login time campaign id string identifier of the campaign in which the agent was staffed campaign name string name of the campaign associated with the agent’s session ready history id string a unique identifier assigned whenever an agent changes their status to available after a break ready start time time timestamp when the agent became available — either after logging in or returning from a break ready end time time timestamp when the agent moved out of the available state — by logging out, going on break, or switching campaigns break end time time timestamp when the agent ended a break — either by selecting available or switching to another campaign break reason string the reason selected by the agent when initiating a break (e g , lunch, tea, meeting) ready duration duration total time the agent was ready in a campaign = ready end time − ready start time note if an agent is logged into multiple campaigns, ready duration may vary by campaign the sum of ready durations across campaigns can exceed the total login duration break duration duration total duration the agent spent on breaks during the session calculated as the sum of all break intervals for that user auto call on/off history id string unique identifier representing a complete auto call on → off cycle for the user auto call on start time time timestamp when the agent enabled auto call on mode auto call on end time time timestamp when the agent or supervisor disabled auto call on — either by switching to auto call off , taking a break, or logging out auto call off end time time timestamp when the agent changed from auto call off to auto call on or available auto call on duration duration total time the agent remained in auto call on status for the selected campaign = auto call on end time − auto call on start time note if the agent worked across multiple campaigns, this duration will vary per campaign auto call off duration duration total time the agent remained in auto call off status for the selected campaign = auto call off end time − auto call off start time note if multiple campaigns are selected, the duration may differ across them how to interpret the report each record represents a distinct agent session , capturing when the agent logged in and out of the system was available (ready) to take calls went on break and the corresponding reasons enabled or disabled auto call on/off modes these intervals collectively help supervisors assess an agent’s availability and utilization during any given period example scenario event time agent login 09 00 am auto call on 09 05 am first call 09 10 am break start 11 00 am break end 11 15 am auto call off 01 00 pm auto call on 01 10 pm logout 06 00 pm derived metrics total login duration 9 hours ready duration 8 hours auto call on duration 7 hours 45 minutes auto call off duration 15 minutes break duration 15 minutes this data helps identify agent adherence, availability for calls, and engagement throughout the shift best practices use this report in conjunction with the agent login–logout report to validate attendance and shift adherence compare ready duration and auto call on duration to understand real productive time track break reasons to identify patterns of unplanned downtime use auto call on/off trends to fine tune dialer pacing and optimize workload balancing