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Status Under review
Created by Selena Lewis
Created on Feb 1, 2023

Add Agent State Change Report to Historical reporting platform

This is another consideration for the historical reporting platform after the Prebuilt reports are gone. This report is very useful for the call center supervisors to get a granular detail of the agent behavior, especially when agents are being suspected of not adhering to call center expectations. A report of this sort is absolutely a necessity in a call center environment.

Please add this report or similar to the historical reporting.

If possible, please consider the addition of the ANI or Call UII (preferably both) to the report.