Agent Login Activity Report

The Agent Login Activity report gives you an at-a-glance view of when queue agents logged in and out and how long they remained available to take queue calls. Queue agents are the extensions (users) assigned to a call queue, so this report tells you when each of those people was signed in to receive queue calls. This page walks through opening the report and explains what each metric represents.

Open the report

1. Sign in to the Cloud Voice management portal and go to Reports and Recordings > Call Reports.

2. Open the Default Reports tab.

   

   Note

   Cloud Voice uses an updated call-detail-record (CDR) structure that presents call activity more clearly and in greater detail. Records created before the upgrade are removed over time according to your CDR Auto Cleanup setting. Until they are cleared, newer and historical data live in two separate places: the Default Reports tab holds the newer data, and the Call Reports (Legacy) tab holds the older data. The steps here cover the newer data on the Default Reports tab. To review earlier activity, open the Call Reports (Legacy) tab instead.

3. In the Call Center Reports pane, select Agent Login Activity.

4. Set the filters for the report.

   

   1. In the Time field, choose the date range you want the report to cover.
   2. Narrow the results by queue or by agent.

   Tip

   In a busy call center the login list can get long. Filtering to a single queue or a single agent keeps the report focused on the activity you actually need to review.

   The report refreshes to show only the entries that match your filters.

   

Adjust the columns (optional)

Arrange the table so the metrics you want to track stay in view.

Action	How to do it
Choose which columns appear	Select the column icon and pick the columns to show.
Freeze a column	Select the drag handle beside a field, then drag it to Left (Freeze Column) or Right (Freeze Column).
Reorder columns	Select the drag handle beside a field and drag it to the position you want.

Save or schedule the report (optional)

Once the report is set up the way you want, you can keep it on hand or have it emailed automatically.

Tip

To keep a copy of this activity for the long term, download the report or add it to Scheduled Reports. Older records are eventually cleared by CDR Auto Cleanup, so save anything you need to retain.

Add it to My Reports for quick access later:

1. At the bottom of the page, select Add to My Reports.
2. Give the report a name you will recognize, and adjust the filters or metrics if needed.
3. Select Save.

Add it to Scheduled Reports to have Cloud Voice email it on a set schedule:

1. At the bottom of the page, select Add to Scheduled Reports.
2. Complete the delivery schedule and recipient settings, then save.

Download it for offline review or further analysis:

1. (Optional) Select the settings icon to change how the file is exported, then save your changes:
   • File Format: the format of the downloaded file: CSV, XLS, PDF, or HTML.
   • Duration Format: how every duration field is displayed: Display in Second (s) or Display as HH:MM:SS.
   • Export Fields: which fields are included: All or Selected.
2. Select Download.

Report metrics

Metric	What it shows
Logged In	The date and time the agent signed in to the queue.
Logged Out	The date and time the agent signed out of the queue.
Total Login Time	The time that elapsed between the sign-in and sign-out.