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.
Example Report
User ID | User Name | Campaign Name | Login Time | Logout Time | Total Login Duration | Ready Start Time | Ready End Time | Ready Duration | Break Reason | Break Duration | Auto-Call On Duration | Auto-Call Off Duration |
|---|---|---|---|---|---|---|---|---|---|---|---|---|
AGT101 | Riya Sharma | Outbound Sales | 09:00 AM | 06:00 PM | 9h 00m | 09:05 AM | 11:00 AM | 1h 55m | Lunch | 15m | 7h 30m | 15m |
AGT102 | Arjun Patel | Inbound Support | 08:30 AM | 05:30 PM | 9h 00m | 08:35 AM | 12:00 PM | 3h 25m | Meeting | 20m | 7h 50m | 20m |
AGT103 | Sneha Iyer | Collections | 10:00 AM | 07:00 PM | 9h 00m | 10:10 AM | 11:45 AM | 1h 35m | Personal | 45m | 6h 40m | 20m |
AGT104 | Ravi Kumar | Billing Queue | 09:15 AM | 06:15 PM | 9h 00m | 09:20 AM | 12:15 PM | 2h 55m | Tea | 10m | 8h 15m | 15m |
AGT105 | Meera Singh | Sales Desk | 09:00 AM | 06:00 PM | 9h 00m | 09:10 AM | 11:30 AM | 2h 20m | Lunch | 30m | 7h 40m | 20m |
Interpretation
- Riya Sharma (AGT101): Logged in for 9 hours, 7.5 hours active (Auto-Call On) — excellent adherence and utilization.
- Arjun Patel (AGT102): Long Ready time (8 hours+) — consistently available for inbound calls.
- Sneha Iyer (AGT103): Extended break (45m) and shorter active period — may indicate adherence issue.
- Ravi Kumar (AGT104): High Ready duration and minimal break time — top utilization.
- Meera Singh (AGT105): Balanced session with acceptable break and Auto-Call intervals.
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.