RELATED IDEAS
Agent State Change Raw Report
Is it possible to show in the Agent State Change Raw Report when the agent is completed with the call and stays in the Pending Dis status? It would help our agents to know how long they are in this status after every call.
Hey, Tessa!
That information is not available on the agent state change report but it is available under the agent activity overview report. Check out this Knowledge Base article: https://support.ringcentral.com/engagevoice/analytics/voice-analytics-use-reports.html This will show that it has that information, however, it is not per call, a total time spent in pending dis. per agent.
The Inbound Call Detail Download report has it per call and is the Agent_wrap_time on the report.
Let me know if this helps you and if not, reach out to us at Community.Support@RingCentral.com and we'll dig in a bit further.