Agent performance - login/logout details
Overview
The Agent performance - login/logout details dashboard presents agents' presence and absence details across all agent experiences for the selected time period.
The dashboard shows:
Logged-in and logged-out times for agents.
Durations of agents being logged in and logged out.
Presence state details grouped by presence state.
Filters
Name | Description | Default |
|---|---|---|
Data range | The period of time you want to analyze data for. You can choose different preset ranges or specify your own custom date range. | Yesterday |
Agent | The agents, identified by name, that you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. | All agents |
Agent ID | The agents, identified by ID, that you want to analyze data for. You can choose different rules to narrow down the agents in the dashboard. | All agents |
Group | The group, identified by name, that you want to analyze data for. You can choose different rules to narrow down the agents assigned to the selected group or groups in the dashboard. | All groups |
Tiles
Logged in tile
The Logged in tile displays each time the agent transitioned to an active presence state, showing the time of each event. These events do not always correspond to Vonage Contact Center (VCC) login activity because the tile records presence state changes, not authentication events. An agent can authenticate with VCC while remaining in the Logged Out presence state, so VCC login and the first presence transition are separate events.
The Logged in tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Login time | The time when the agent transitioned to one of the following presence states: Ready, Ready for Outbound, Ready (Offline), Away, or Extended Away. Login time is null when the agent did not transition to an active presence state during the selected date range. Format: YYYY-MM-DD hh:mm:ss. Example: 2021-07-31 21:37:00. |
Logged out tile
The Logged out tile displays each time the agent transitioned to the Logged Out presence state, showing the time of each event. These events do not always correspond to VCC logout activity because the tile records presence state changes, not authentication events. An agent's presence can transition to Logged Out independently of a VCC logout event.
The Logged out tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Logout time | The time when the agent transitioned to the Logged Out presence state. Logout time is null when the agent did not transition to the Logged Out presence state during the selected date range. Format: YYYY-MM-DD hh:mm:ss. Example: 2021-07-31 21:37:00. |
Logged in duration tile
The Logged in duration tile displays the duration of each period the agent was present in ContactPad, showing the start date, end date, login duration, and status for each period.
The Logged in duration tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Start date | The date on which the agent became present in ContactPad. Format: YYYY-MM-DD. Example: 2021-07-31. |
End date | The date on which the agent stopped being present in ContactPad. The end date is null when the agent is still present in ContactPad for the selected date range. Format: YYYY-MM-DD. Example: 2021-07-31. |
Login duration | The duration of time the agent was present in ContactPad. Login duration is 00:00:00 when the agent is still present in ContactPad for the selected date range. Format: hh:mm:ss. Example: 08:30:00. |
Status | Indicates whether the agent is still present in ContactPad or has become absent: Completed or Ongoing. |
Logged out duration tile
The Logged out duration tile displays the duration of each period the agent was absent in ContactPad, showing the start date, end date, logout duration, and status for each period.
The Logged out duration tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Start date | The date on which the agent became absent in ContactPad. Format: YYYY-MM-DD Example: 2021-07-31. |
End date | The date on which the agent stopped being absent in ContactPad. The end date is null when the agent is still absent in ContactPad for the selected date range. Format: YYYY-MM-DD Example: 2021-07-31. |
Logout duration | The duration of time the agent was absent in ContactPad. Logout duration is 00:00:00 when the agent is still absent in ContactPad for the selected date range. Format: hh:mm:ss. Example: 08:30:00. |
Status | Indicates whether the agent is still absent in ContactPad or has become present: Completed or Ongoing. |
Agent presence state details tile
The Agent presence state details tile displays each presence state the agent was in during the selected time period, showing the presence state, presence name, total duration, and status for each agent.
The Agent presence state details tile contains the following columns:
Name | Description |
|---|---|
Agent | The name of the agent as defined in the VCC Admin Portal during agent creation. |
Agent ID | The unique identifier for the agent as defined in the VCC Admin Portal during agent creation. |
Start date | The date on which the agent's presence state started in ContactPad. Format: YYYY-MM-DD. Example: 2021-07-31. |
Presence | The agent's presence state indicating the agent's availability:
|
Presence name | The name of the agent's presence state, representing the lowest level of classification of presence events. VCC includes the following default presence names:
Admins and supervisors can also create custom presence states in the VCC Admin Portal. |
Total duration | The total duration of time the agent was in a particular presence state. Format: hh:mm:ss. Example: 00:21:37. |
Status | Indicates whether the agent's presence state is still active or has ended: Completed or Ongoing. |