Agent States Report

Required permissions: Data Download View

The Agent States data download report shows information about all possible agent states that an agent can enter. It includes default system states and custom states.

An example of the Agent States data download report output.

Select Report Option

You need to configure a Date Range, Start/End Time, and Export Format when you run a data download report.

Field Details
Date Range

The default date and time range is from 12:00 AM to 11:59 PM today. When you click the arrows to the left or right of the date range, the range moves up or back 24 hours. When you click the in the date range, you can select one of these options:

  • Today: Outputs data from 12:00 AM today to now. This option is the default.
  • Yesterday: Outputs data from 12:00 AM yesterday to 11:59 PM last night.
  • Last 7 Days: Outputs data from 12:00 AM seven days ago to now.
  • Last 30 Days: Outputs data from 12:00 AM 30 days ago to 12:00 AM today.
  • Previous Week: Outputs data from the last full week, Sunday through Saturday. It pulls data from 12:00 AM last Sunday to 11:59 PM last Saturday.
  • Previous Month: Outputs data from 12:00 AM on the first day of last month to 11:59 PM the last day of last month.
  • Month to Date: Outputs data from 12:00 AM on the first day of this month to now.
  • Specific Date: Opens a date selector and lets you choose a specific day from which to pull data. By default, it pulls data from 12:00 AM that morning to 11:59 PM that night.
  • Date Range: Opens two date selectors that enable you to select a start date and end date for the range. By default, the range pulls data from 12:00 AM on the selected start date to 11:59 PM on the selected end date.

Start/End Time

If you selected Specific Date or Date Range for Date Range, you can use the Start/End Time field to specify the time range you want the data to cover. When you click inside the start or end text box, a drop-down lists times from 12:00 AM to 11:45 PM that you can select. You can also enter a specific time.
Export Format

You can use the Export Format drop-down to select the format you want the report to be in when you download it. You can select one of these options:

  • Comma Separated: A comma-separated list in a CSV file.
  • Tab Delimited File: A tab-separated list in a TXT file.
  • XML: An XML-formatted TXT file.
Include Field Names Select this checkbox if you want the first row of the report to be field names.
Append date to file name (YYYYMMDD) Select this checkbox if you want the current date to appear at the end of the report file name. The format is year, month, then day.

Columns

Agent_State_Code

The code corresponding to the stateClosed The availability status of an agent the agent was in.

See the Agent State Codes table below for more information.
Description

The label associated with the agent state code.

Agent State Codes

Agent State Code Description

-13

PreviewNotification

 PreviewNotification, or a state where the agent views a call preview to decide whether to accept or reject the call.

-12

LogoffPending

Length of time an agent spent waiting for a system action—in this case the LogoffPending action—to complete or a state where the agent clicked the Log Out button and waited for the application to respond.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-9

PromisePending

Length of time an agent spent waiting for a system action—in this case the PromisePending action—to complete or a state where the agent waited for a promise keeper callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue. to connect to the contact.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-8

CallbackPending

Length of time an agent spent waiting for a system action—in this case the CallbackPending action—to complete or a state where the agent waited for the dialer to connect the agent to a callbackClosed Holds a customer's place in queue and automatically calls the customer when they move to the front of the queue..

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-7

TransferPending

Length of time an agent spent waiting for a system action—in this case the TransferPending action—to complete or a state where the agent waited for a requested call transfer to occur.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-6

DialerPending

Length of time an agent spent waiting for a system action—in this case the DialerPending action—to complete or a state where the agent waited for the dialer to deliver a connected call.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-5

ConsultPending

Length of time an agent spent waiting for a system action—in this case the ConsultPending action—to complete or a state where the agent waited for a requested conference to occur.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-4

OutboundPending

Length of time an agent spent waiting for a system action—in this case the OutboundPending action—to completeor a state where the agent waited for a dialed call to connect to a contact.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending.

-3

InboundPending

Length of time an agent spent waiting for a system action—in this case the InboundPending action—to complete or a state where the agent waited for an inbound call to connect.

This time consists of the collection of Unavailable Codes generated and managed by CXone. These states exist to track the time where the agent is waiting for the system to complete an action such as logging in the agent or waiting for a contact to arrive. Specifically, this category includes: LoggedIn, LoggedOut, DialerLoggedOut, PromisePending, CallbackPending, TransferPending, DialerPending, ConsultPending, OutboundPending, InboundPending

-2

HeldPartyAbandon

 Length of time an agent spent in the system state where the contact abandoned the call and the agent had not yet responded to the notification.

-1

Refused

Length of time spent in the system state where the agent refuses to take a call that was presented to them

0

Available

 Length of time spent in the system state where the agent is unoccupied and ready to accept calls.

1

ACD

 Length of time spent in the system state where the agent is handling an inbound call.

2

Outbound

 Length of time spent in the system state where the agent is handling an outbound call.

3

Unavailable

 Length of time spent in the system state where the agent is unoccupied and is not ready to accept calls.

4

Consult

 Length of time spent in the system state where the agent is handling a consult with another agent or employee within CXone.
Other values Other values are custom unavailable states.