List of Agents Report

Related Products or Features: Business Intelligence (BI) Reports

Required Role Permissions:Report Viewer, List of Agents Report

Required Employee Settings: Can View BI Reports

The List of Agents report is a filterable, in-depth view of all agents in your in your tenant High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. This report provides a variety of data for each agent, such as personal information, information for their user account and role in your organization, and also performance details like refusal timeouts. When you select a row in the report table, the Historical Data table populates with information about the selected entity. Each row in the Historical Data table displays the entity's details before a modification was made.

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

Columns

The List of Agents report displays a table with all agents who meet the filter criteria. The table includes the following information about each agent: 

Attribute	Description
Team ID	The ID of the agent's team.
Team Name	The name of the agent's team.
Agent ID	The agent's ID.
Employee ID	The agent's employee ID.
Agent First Name	The agent's first name.
Agent Last Name	The agent's last name.
Agent Username	The agent's username for logging in to CXone.
Agent Email	The agent's email address.
Agent Description	The description written in the agent's account profile.
Agent Status	The current status of the agent account.
Agent Notes	The notes written in the agent's account profile.
Reports to ID	The ID of the user the agent reports to.
Reports to First Name	The first name of the user the agent reports to.
Reports to Last Name	The last name of the user the agent reports to.
Extension	The extension assigned to the agent's account.
Department	The department the agent is assigned to.
Country	The country specified in the agent's account.
State	The state specified in the agent's account.
City	The city specified in the agent's account.
Last Login	The date and time the agent last logged in to an agent application.
Timezone	The timezone specified in the agent's account profile.
Activation Date	The date the agent's account was activated.
Username Domain	The domain of the agent's email account.
Secondary ID	Additional ID associated with the agent.
Email Refusal Timeout	The Email Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
Document Refusal Timeout	The Document Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
Chat Refusal Timeout	The Chat Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
Phone Call Refusal Timeout	The Phone Call Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
Voicemail Refusal Timeout	The Voicemail Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
Work Item Refusal Timeout	The Work Item Customizable method of delivering contacts to an agent via Studio scripts. Refusal Timeout setting assigned to the agent in the ACD user profile Contact Settings.
WFM Notification Enabled	Whether WFM notifications are enabled for the agent.
WFM Notification Interval	If WFM notifications are enabled for the agent, how often they occur.
Billable?	Whether the agent account is set up to be billable.
Created by ID	The ID of the user who created the agent's account.
Created by First Name	The first name of the user who created the agent's account.
Created by Last Name	The last name of the user who created the agent's account.
Created Datetime	The date and time the agent's account was created.
Modified by ID	The ID of the user who last modified the agent's account.
Modified by First Name	The first name of the user who last modified the agent's account.
Modified by Last Name	The last name of the user who last modified the agent's account.
Modified Datetime	The date and time the agent's account was last modified.

You can filter by team ID, team name, agent ID, employee ID, agent status, and department to refine the information displayed on this page.