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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.

  • Guest
  • Jul 12 2021
  • Already exists
  • Attach files
  • Admin
    Becky Hensley commented
    16 Jul 11:15pm

    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: 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 and we'll dig in a bit further.