Agent Login Activity Report

The Agent Login Activity report gives you a fast read on when your queue agents sign in and out of their queues, along with the total time each agent stays logged in. Use it to confirm coverage across shifts and to compare scheduled availability against what actually happened. This page walks through opening the report and explains what each metric means.

Note

A queue (also called a call queue) holds incoming callers and distributes them to a group of agents. An agent has to log in to a queue before it will route calls to them, so this report is built entirely from those login and logout events.

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

   In portal version 84.21.0.117 and later, Cloud Voice uses an updated call-detail-record (CDR) structure that presents call activity more clearly and with richer detail. Older records are removed over time according to your CDR Auto Cleanup setting. Until that cleanup completes, current and historical data live in two places: the Default Reports tab holds the newer data, and the Call Reports (Legacy) tab holds data recorded before the upgrade. The steps here cover the newer data on the Default Reports tab. To review older 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.

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

   

Adjust the columns (optional)

Tailor the table so the details you care about 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 handle next to a field, then drag it to Left (Freeze Column) or Right (Freeze Column). A frozen column stays visible while you scroll the rest of the table sideways.
Reorder columns	Select the handle next to 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 like, you can keep it for later or have it emailed automatically.

Add it to My Reports for one-click access:

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

Add it to Scheduled Reports to have Cloud Voice email it on a recurring basis:

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

Download it for offline review or further analysis:

Caution

Login history is drawn from CDRs, which Cloud Voice deletes over time under your CDR Auto Cleanup setting. If you need this activity beyond that retention window, download or schedule the report while the data is still available.

1. (Optional) Select the settings icon to adjust 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 shown: 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 elapsed between sign-in and sign-out.