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User Availability Summary Report

The User Availability Summary report displays the following information for a user:

  • A pie chart that summarizes the user's ACD vs. Non ACD durations for the Date and Time period of the report

  • A comparative chart of the summary of time in the Status groups: Available, Break, Follow Up, Unavailable, and Training

  • A table displaying the user's first logon time of the day and the total daily durations for: Logged In, Non ACD, DND, ACW, Available status, Break status, Follow Up status, Unavailable status, and Training status

Parameters

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

  • Status Date

  • Duration

  • Last Name

  • Site ID

  • Status

  • User

  • User List

Sample Report

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

 

 

Report Element Descriptions

Report Element

Database Column or Computation

Date

Datepart of StatusDateTime

Logged At

Earliest time of the day in logged in status

Logged In

Sum of LoggedIn duration per day

Non ACD

If AcdLoggedIn = 0 then true else false

DND

StatusDnd

ACW

StatusAcw

Available status

Computed: sum of duration if status group is Available

Break status

Computed: sum of duration if status group is Break

Follow up status

Computed: sum of duration if status group is Follow up

Unavailable status

Computed: sum of duration if status group is Unavailable

Training status

Computed: sum of duration if status group is Training

 

Stored Procedure

  • sprpt_UserActivity2

  • sprpt_UserActivity_count2

 

Tables

  • AgentActivityLog

  • Individual