--- title: Agent Session Details Report slug: contact-center/agent-session-details-report docTags: createdAt: 2025-10-21T12:08:34.646Z --- ### 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.