This section will show you the Agent Screen Login and Logout events for this agent for the selected time range.

EVENT = Either a LOGIN or LOGOUT event, the agent logging into or out of the Agent Screen.

DATE = The date-time-stamp of the event.

CAMPAIGN = The campaign the agent was logging into or out of.

GROUP = The User Group of the agent at the time they logged in or out.

SESSION = The Session ID when the agent first logged in to that session.

HOURS = The time duration, in hours:minutes:seconds, of the agent session.

SERVER = The IP Address of the server that the agent logged into. For some LOGOUT events, this area may show that a manager force-logged-out the agent, with the user ID of the manager that forced the logout of the agent session.

PHONE = The phone account that the agent logged in with.

COMPUTER = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.

PHONE LOGIN = The Phone Login used when the agent logged into the agent screen. This may be different from the PHONE if Phone Aliases are in use on the system.

PHONE IP = If enabled on your system, this can show the IP address of the phone device that the agent connected to their session through.

This section will show what web servers and URLs the agent was using at the time they logged in for the selected time range.

DATE = The date-time-stamp of the event.

CAMPAIGN = The campaign the agent was logging into or out of.

GROUP = The User Group of the agent at the time they logged in or out.

DIALER SERVER = The IP Address of the dialer (not web) server that the agent logged into.

WEB SERVER = The webserver/hostname gathered from the agent interface at the time the agent logged in.

LOGIN URL = The full URL of the agent interface where the agent logged in.

This section will show the timeclock punch log for this User for the selected time range.

ID EDIT = This is the unique Timeclock punch ID number. If you are a manager with the ability to edit timeclock records then you can click on this ID number to see the record and modify the punch times and add comments to the punch record. If a punch record has been edited by a amanger or is a system forced logout, you will see a star next to the ID here.

EVENT = Either a LOGIN or LOGOUT event, the agent logging into or out of the Timeclock.

DATE = The date-time-stamp of the event.

IP ADDRESS = The IP Address that the agent logged in from. If the server or agent are behind a seperated network, this IP Address may be for a network gateway device instead of the actual computer.

GROUP = The User Group of the agent at the time they punched in or out of the timeclock.

HOURS = The time duration, in hours:minutes:seconds, of the timeclock session.

This section will show the In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from after they log into the agent screen.

DATE TIME = The date-time-stamp when the specific agent selection action was completed.

CAMPAIGN = The campaign the agent was logging into.

BLEND = Whether the agent was set to also take outbound calls during this sesstion, 1 = Yes, 2 = No.

GROUPS = The list of In-Groups, Email-Groups and Chat-Groups that the agent is set to receive calls from starting at this selection record time.

MANAGER = If a manager has used the Real-Time Report to modify the agent selected in-groups, the user ID of the manager will appear in this column.

This section will show the manual dial and auto-dial outbound calls handled by this agent during the selected time period, most recent call first.

DATE TIME = The date-time-stamp when the outbound call was initiated in the system.

LENGTH = The length of the outbound call in seconds.

STATUS = The status assigned to the call by the agent after the call was hung up.

PHONE = The phone number the call was placed to.

CAMPAIGN = The campaign the agent was logged into when the outbound call was placed.

GROUP = The User Group that the agent was a member of at the time the call was placed.

LIST = The List ID of the lead that was called at the time the call was placed.

LEAD = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

HANGUP REASON = The reason the call was hung up, if the AGENT or CALLER hung up the call first.

This section will show the inbound and closer-transferred calls handled by this agent during the selected time period, most recent call first.

DATE TIME = The date-time-stamp when the inbound call was received in the In-Group.

LENGTH = The length of the inbound call in seconds.

STATUS = The status assigned to the call by the agent after the call was hung up.

PHONE = The phone number the call was received from.

IN-GROUP = The In-Group the call was received into.

WAIT = The amount of time in seconds the customer had to wait before being sent to the agent.

AGENT = The amount of time in seconds the customer was on the phone with the agent.

LIST = The List ID of the lead that called in at the time of the call.

LEAD = The Lead ID of the lead that called in. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

HANGUP REASON = The reason the call was hung up, if the AGENT or CALLER hung up the call first.

This section will show the agent screen logged-in activity for the selected time period, most recent activity first. Each record is started by a PAUSE action.

DATE TIME = The date-time-stamp when the agent started a new pause state.

PAUSE = The number of seconds the agent was in a paused state for this entry.

WAIT = The number of seconds the agent was waiting for a phone call for this entry. For outbound manual dial phone calls, this is the ring time before the call was answered.

TALK = The number of seconds the agent was in talking state for this entry.

DISPO = The number of seconds the agent was in the disposition screen for this entry.

DEAD = The number of seconds while in the talking state after which the customer had already hung up.

CUSTOMER = The number of seconds the agent was actually speaking to the customer.

VISIBLE = The number of seconds the agent screen was viewable since the last time it was hudden.

HIDDEN = The number of seconds the agent screen was hidden from the view of the agent since the last time it was visible.

STATUS = The status assigned to the call by the agent after the call was hung up.

LEAD = The Lead ID of the lead that was handled by the agent. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

TYPE = The type of call handled by the agent during this activity record. -M- is manual dial outbound, -A- is auto-dial outbound, -I- is an inbound call, -E- is an inbound email and -C- is a website customer chat.

CAMPAIGN = The campaign the agent was logged into when this agent activity happened.

PAUSE CODE = The pause code selected or assigned to this agent activity record.

This section will show the call recordings made for this User during the selected time period, most recent recordings first./p>

LEAD = The Lead ID of the lead that was handled by the agent during this call recording. You can click on this link to see more details about this lead, including past calls, recordings and the ability to modify lead information.

DATE TIME = The date-time-stamp when the call recording was started.

SECONDS = The length in seconds of the call recording.

RECID = The unique recording ID in the system for this call recording.

FILENAME = The file name of the call recording, without the suffix extension at the end.

LOCATION = The URL or web address of the recording. This link may be able to be clicked on to download or listen to the call recording, depending on how your system is set up.

MUTE = If recording muting is allowed on your system, this will show the number of times during the call recording that muting was enabled, if any.

This section will show the manual dial phone calls placed by the agent, including 3way calls, during the selected time period, most recent call first.

DATE TIME = The date-time-stamp when the outbound call was initiated by the agent.

CALL TYPE = The type of phone call placed.

SERVER = The IP Address of the server that the agent placed the call from.

PHONE = The phone number the call was placed to.

DIALED = The dial string the call was placed using.

LEAD = The Lead ID of the lead that was called. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

CALLERID = The outbound Caller ID Number that was used when the call was placed.

ALIAS = If a Phone Alias was selected by the user when the call was placed, it will be shown here.

PRESET = If a Preset number was selected by the user when the call was placed, it will be shown here.

C3HU = If the call was a 3way call, and the customer hung up before either of the other two parties, the amount of time the customer was in the call will be shown here.

This section will show the agent screen lead searches conducted by the agent during this time period, most recent search first.

DATE TIME = The date-time-stamp when the lead search was conducted by the agent.

TYPE = The type of search that was conducted.

RESULTS = The number of matches that were returned to the agent by the system for the search.

SEC = The number of seconds the search took for the system to process before returning results.

QUERY = The search query as run by the system.

This section will show the previewed leads that were skipped by the agent during this time period, most recent skips first..

DATE TIME = The date-time-stamp when the previewed lead was skipped by the agent.

LEAD = The Lead ID of the lead that was skipped. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

STATUS = The status of the lead that was skipped.

COUNT = The called count of the lead that was skipped.

CAMPAIGN = The campaign the agent was logged into when this previewed lead was skipped.

This section will show the Agent Lead Switches that happened during the selected time period, a lead switch is when an inbound call goes to the agent, the agent searches for a lead in the system and they select another lead to tie their current call to. Most recent lead switch is shown first.

DATE TIME = The date-time-stamp when the lead was switched by the agent.

FROM LEAD ID = The Lead ID of the lead that the agent started the call with. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

TO LEAD ID = The Lead ID of the lead that the agent switched the call to during the call. You can click on this link to see more details about this lead, including past calls and the ability to modify lead information.

CALL ID = The original Call ID in the system before the Lead ID was switched.

UNIQUEID = The phone system uniqieid of the call that had its lead switched.

PHONE = The phone number of the lead that was switched.

CAMPAIGN = The campaign the agent was logged into when they switched the lead.

This section will show the agent pause code approvals that this Manager User approved during the selected time period, only for pause codes that require manager approval, most recent approvals first.

DATE TIME = The date-time-stamp when the agent pause code was approved by this user.

AGENT = The User ID of the agent that had their pause code approved.

AGENT USER GROUP = The User Group of the agent at the time that they had their pause code approved.

CAMPAIGN = The campaign the agent was logged into when they had their pause code approved.

PAUSE CODE = The pause code that was approved.