You can use the Agent availability by date report in Playlist to get a better idea of how much time your agents are making themselves available. The report summarizes the total time spent in each status by each agent. It also includes the agent's first online time and last online time for each day.
For an audit trail of status changes, please see Agent availability logs report.
Accessing the report
Buttons
Filters
Available columns
Group date by
Limitations
Accessing the report
In order to access the report, you must be an admin or an agent with the Manage app permission.
Playlist Setup > Round Robin > Reports > Agent availability by date.
Buttons
Run
When making changes to your report's parameters, click on Run to refresh the report.
Export as CSV
Export the results to a CSV file. You can download up to 50,000 rows for each export.
Filters
Show me
Filter by agent There are two options:
- All agents - show all active Playlist users
- My team - show only agents that report to you based on the Supervisor field
Range
Filter results by relative a date range such as Today, This Week, This Month, etc. or a custom date range.
To filter by a custom date range, select Custom. That will present you with date pickers so you can choose start and end dates.
Status
Filter results by status. Select Online, Away, or Invisible.
Available columns
Select the columns that you want to appear in the report and CSV export.
| Column | Description |
|---|---|
| Date | Date of status update. If grouped by week, date is the beginning of the week. If grouped by month, date is the beginning of the month. |
| Agent | Name of agent whose status was updated. |
| Status | Online, Away, or Invisible. |
| Duration (minutes) | Total amount of time spent in status in minutes |
| Duration (hours) | Total amount of time spent in status in hours |
| Earliest time in status | Date/time of earliest time in status (e.g. first online time) |
| Latest time in status | Date/time of the latest time in status (e.g. last online time) |
Group date by
Group the Date column by Day, Week, or Month.
Limitations
- Report only shows data for active Playlist users (users that no longer have access to Playlist are excluded).
- Only the first 2,000 rows are rendered.
- Export to CSV to download up to 50,000 rows of data.
- Agent availability data is currently only available through the app.