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  • 1.  Online Time

    Posted 01-17-2019 09:30
    Can someone confirm if the Online time from the Agent Activity Summary Export is accurate? 

    The definition of Online in the glossary is: 

    Online is a system state that indicates the user is logged in. It is not a user status.

    I assume that this means Online time would be the time difference between Login/Logout. But when you run the manual calculations(indicated with * below), there's a discrepancy. It does appear that Online time is being calculated by Off Queue + On Queue. 


    Scenario:

    User Name Date Login Logout Manual diff of login/logout * Online Diff of manual diff and Online* Off Queue Off Queue % On Queue On Queue % Interacting Interacting % Idle Idle % Not Responding Not Responding % Total ACD
    Agent A 1/16/19 6:59 AM 3:32 PM 8:33:00 8:18:09 0:14:51 3:43:08 44.8% 4:35:00 55.2% 3:15:17 67.4% 1:34:36 32.6% 0:00:00 0.0% 4:49:54

    #Reporting/Analytics

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    Patrick Orsborn
    Blucora, Inc.
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  • 2.  RE: Online Time
    Best Answer

    GENESYS
    Posted 01-18-2019 10:31
    Hello Patrick,
    For more specifics about the metrics included on a report, I suggest looking at the specific article for the report, https://help.mypurecloud.com/articles/agent-activity-summary-export-report/. (See a full list of view and report articles here: About reports, views, and dashboards.)

    That article does confirm that Online is calculated by adding On Queue and Off Queue and that Online is time in any status other than the Offline status and the Out Of Office status. It also mentions that the login time is the first time the agent logged in that day, and logout time is the last time the agent logged out for the day. So if the agents are logging in and out multiple times, it only shows the first and last times. So if a user:
    • logged on and went on queue at  7AM
    • went off queue and logged off 9:45AM and then back logged back and went on queue on at 10AM
    • went off queue and set their status to Meal at 12, then went back on queue at 12:30PM
    • went off queue and set their status to break at 2, then went back on queue at 2:15PM
    • went off queue and logged off at 3:30PM
    Then their login/logout manual difference would be 8:30:00, but their online time would be 8:15:00. 

    You can find more detailed information about your agents' statuses and activity with the User Status Detail report, the Agents Status Summary view, and the Agents Status Summary detail view.

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    Jordan Robinson-Rucker
    PureCloud Technical Writer
    Genesys - Employees
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    Original Message


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