Real Time Agent States Data Download Report

Required role: Admin

The Real Time Agent States data download report displays current information about the agents who are logged in, including their current state The availability status of an agent., whether they are available, and the ID associated with the contact they are handling, if any.

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_No	The unique, system-generated ID of the agent.
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).
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.
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.
Station_ID	The unique, system-generated ID of the agent station.
Contact_ID	The unique, system-generated ID of the contact interaction.