Contents

User Availability

The User Availability report combines the legacy User Availability Summary and User Availability Detail reports into one report. The layout has changed slightly to accommodate the graphs and charts from both reports.

The User Availability report displays per user:

A pie chart representing a summary of ACD vs Non-ACD durations on the datetime period of the report
A comparative chart of the summary of time on each of the following status groups: Available, Break, Follow Up, Unavailable and Training
A table with the following activity data per day: first Logged in time of the day; total Logged in duration; total Non ACD duration; total DND duration; total ACW duration; total duration on available status; duration on break status; duration on follow up status; duration on unavailable status; and duration on training status
The users' daily availability detail is suppressed by default. The user can display the detail by double clicking the corresponding Date Field. When selected, a new tab is opened displaying two tables. The first one is a summary table with grouped status keys, including the duration of each status key and the frequency of these status keys. The second table gives detailed information on the changes of states per day within the date time range

Parameters

The following parameters can be specified for the User Availability report:

DateTime (Required Parameter)
User List
User
Last Name
After Call work
ACD Logged In
Department
Duration
Do Not Disturb
Logged In
Job Title
Status
Site ID
Company

Parameter Descriptions

Parameter	Parameter Type	Required/Optional	Description
Date Time	Filter	Required	The date and time range bounds to filter by
User List	Filter	Optional	The list of users to filter by
User	Filter	Optional	The user to filter by
Last Name	Filter	Optional	The last name to filter by
After Call Work	Filter	Optional	To filter based on After Call Work flag
ACD Logged In	Filter	Optional	To filter based on ACD Logged In flag
Department	Filter	Optional	The department to filter by
Duration	Filter	Optional	To filter by duration length of time a user is in a state
Do Not Disturb	Filter	Optional	To filter based on Do Not Disturb flag
Logged In	Filter	Optional	To filter based on Logged In flag
Job Title	Filter	Optional	The job title to filter by
Status	Filter	Optional	The status to filter by
Site ID	Filter	Optional	The Site ID to filter by
Company	Filter	Optional	The company to filter by

Sample Report

Click on the image below to view a sample of this report.

Report Element Descriptions

Please reference the CIC Data Dictionary Technical Reference under Agent Activity Table for further technical details and column definitions.

Report Element	Database Column or Computation	Details
Date	date(ININ_ConvertUTCTimeToLocalTime(StatusDateTimeGMT))	The date associated with the status event
Status Time	time(ININ_ConvertUTCTimeToLocalTime(StatusDateTimeGMT))	The time associated with the status event
Status	ININTranslateStatusKey(StatusKey)	The localized status key. In order for a status key to be localized, it must exist in the CIC status messages configuration
Duration	StateDuration	The status duration
Status Group	ININTranslateStatusKey(StatusGroup)	The localized status group. In order for a status group to be localized, it must exist in the CIC status messages configuration
Logged In	sum(StateDuration) where LoggedIn = 1	Logged in status duration
Non ACD	sum(StateDuration) where AcdLoggedIn = 0	Non-ACD status duration (Status allows ACD Calls = false)
DND	sum(StateDuration) where StatusDnd = 1	Do not disturb (DND) status duration (Status is Do Not Disturb = true)
ACW	sum(StateDuration) where StatusAcw = 1	After call work (ACW) status duration (Status is ACW = true)
Available	sum(StateDuration) where StatusGroup = Available	AVAILABLE status group duration
Break	sum(StateDuration) where StatusGroup = Break	BREAK status group duration
Follow up	sum(StateDuration) where StatusGroup = Followup	FOLLOWUP status group duration
Unavailable	sum(StateDuration) where StatusGroup = Unavailable	UNAVAILABLE status group duration
Training	sum(StateDuration) where StatusGroup = Training	TRAINING status group duration

Stored Procedure

sprpt_CRUserActivity

Tables/Views

AgentActivityLog
Individual