There are four export options within a schedule: Activites, Scheduled and Forecast, Agent Shifts, and activity counts. When I export Activities it gives me everything I want as far as agent name, activity code name, start, end, length etc except that it is spitting back information that is scheduled. What I want to see is this exact same information but I want it on what actually took place and not what was scheduled. For example, if an agent was scheduled for On queue time but actually put themselves in 'busy' i.e. unavailable then I want to see how many times an agent put themselves in a state other than what they were scheduled for and for how long. Is there currently a way for me to export something that shows me what actually happened and not what was scheduled to happen within the schedule section?

There are four export options within a schedule: Activites, Scheduled and Forecast, Agent Shifts, and activity counts. When I export Activities it gives me everything I want as far as agent name, activity code name, start, end, length etc except that it is spitting back information that is scheduled. What I want to see is this exact same information but I want it on what actually took place and not what was scheduled. For example, if an agent was scheduled for On queue time but actually put themselves in 'busy' i.e. unavailable then I want to see how many times an agent put themselves in a state other than what they were scheduled for and for how long. Is there currently a way for me to export something that shows me what actually happened and not what was scheduled to happen within the schedule section?

Hi Melissa, Maybe the Historical Adherence report can help you. In this report, you can see the status outside the schedule and the time.

https://help.mypurecloud.com/articles/historical-adherence-overview/

Att,

There are four export options within a schedule: Activites, Scheduled and Forecast, Agent Shifts, and activity counts. When I export Activities it gives me everything I want as far as agent name, activity code name, start, end, length etc except that it is spitting back information that is scheduled. What I want to see is this exact same information but I want it on what actually took place and not what was scheduled. For example, if an agent was scheduled for On queue time but actually put themselves in 'busy' i.e. unavailable then I want to see how many times an agent put themselves in a state other than what they were scheduled for and for how long. Is there currently a way for me to export something that shows me what actually happened and not what was scheduled to happen within the schedule section?

I appreciate both of your replies. Unfortunately, both of these views only allows me to see the detail one agent at a time whereas in schedules I can see detail as a group. Viewing group detail allows me to export the data and throw it into a pivot table where I can easily compare length of time in any given state between multiple agents. Activities would be much more beneficial from an actual point of view vs. what was originally scheduled. 

Hi Melissa, Maybe the Historical Adherence report can help you. In this report, you can see the status outside the schedule and the time.

https://help.mypurecloud.com/articles/historical-adherence-overview/

Att,

There are four export options within a schedule: Activites, Scheduled and Forecast, Agent Shifts, and activity counts. When I export Activities it gives me everything I want as far as agent name, activity code name, start, end, length etc except that it is spitting back information that is scheduled. What I want to see is this exact same information but I want it on what actually took place and not what was scheduled. For example, if an agent was scheduled for On queue time but actually put themselves in 'busy' i.e. unavailable then I want to see how many times an agent put themselves in a state other than what they were scheduled for and for how long. Is there currently a way for me to export something that shows me what actually happened and not what was scheduled to happen within the schedule section?

Are you looking for something like this?  This is the STATUSES portion of the Agent Status Report, and is exported as Argent Status timeline Details.  This is gives you everything the agents did with their phone for the date range and then you can use the data however.  This is what we use for our Status usage reports.

I appreciate both of your replies. Unfortunately, both of these views only allows me to see the detail one agent at a time whereas in schedules I can see detail as a group. Viewing group detail allows me to export the data and throw it into a pivot table where I can easily compare length of time in any given state between multiple agents. Activities would be much more beneficial from an actual point of view vs. what was originally scheduled. 

Hi Melissa, Maybe the Historical Adherence report can help you. In this report, you can see the status outside the schedule and the time.

https://help.mypurecloud.com/articles/historical-adherence-overview/

Att,

There are four export options within a schedule: Activites, Scheduled and Forecast, Agent Shifts, and activity counts. When I export Activities it gives me everything I want as far as agent name, activity code name, start, end, length etc except that it is spitting back information that is scheduled. What I want to see is this exact same information but I want it on what actually took place and not what was scheduled. For example, if an agent was scheduled for On queue time but actually put themselves in 'busy' i.e. unavailable then I want to see how many times an agent put themselves in a state other than what they were scheduled for and for how long. Is there currently a way for me to export something that shows me what actually happened and not what was scheduled to happen within the schedule section?