Agent State Log Data Download Report

The Agent State Log data download report displays information about all of your agents' states within the specified time period.

Select Report Option

See Data Download Reports Reference for details about all options available in the Select Report Option section when you run a data download report.

Columns

Agent_Session_ID	The unique, system-generated ID of the agent login session.
Agent_No	The unique, system-generated ID of the agent.
Agent_Name	The name of the agent as displayed in the agent's NICE CXone user profile.
Team_No	The unique, system-generated ID of the team to which the agent belongs.
Bus_No	The ID of the business unit to which the agent belongs.
StateIndex	Identifier for the state that the agent was in while logged in.
Start_Date	The date within the specified time period on which the events in the row began to occur. It has a format of MM/DD/YYYY.
Working	Whether the agent is currently handling a contact. It is one of 0 (not working), 1 (on an inbound contact), 2 (on an outbound contact), 3 (on an outbound consult), or 4 (on an inbound consult).
Available	Whether the agent is currently available. The value is one of 0 (not available) or 1 (available).
Outstate_Code	The unique, system-generated ID of the unavailable code associated with an agent's reason for being unavailable.
Outstate	The agent's reason for being unavailable.
Log_State	Identifier for the state of the log. It is one of 0 (first entry in the log), 1 (any intermediate entries), 2 (last entry for the log).
Skill_No	The unique, system-generated ID of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to which the agent belongs.
Skill_Name	The name of the skill Used to automate delivery of interactions based on agent skills, abilities, and knowledge to which the agent belongs.
Duration	The total number of milliseconds the agent spent in the state The availability status of an agent. that day.
End_Date	The time the agent left the state referenced by the state index. It has a format of MM/DD/YYYY HH:MM.