User State Log
You can keep track of agents’ states to find out, for example when agents are on a call, use a break code, log in or out, or exceed the allowed break limit.
To Check User State Log
- From the VCC Live menu, select Logs and Statistics > User State Log.
- Set the criteria to filter for the particular users or groups you require the activity log for, then press Search.
Note: Read the tutorial about the user state log here
Tip: You can also download the user state log via API, read about it here
User State Log Overview
| Name | Description |
|---|---|
| Username | The agent who was in the state. |
| Time | Time when the user changed state. |
| Status | The user's state. (Available, Unavailable, In call, Afterwork, etc.) |
| Time Spent in State | Time the agent spent in the state. |
| Project | The primary project the agent worked in. |
| Project ID | Project identifier number. It is generated when a project is created. |
| Secondary Project | One or more secondary projects the agent worked in. |
| Secondary Project ID | Secondary projects identifier number. The number is generated when a project is created. |
| Record ID | Record identifier number. The number is generated when a record is created. This number is unique to each record in every project. The Record ID is displayed only if the agent state is related to a record (e.g., In call, Afterwork, etc.). The value remains blank for other, not record-related states (e.g., Break, Available, etc.). |
| Ticket Number | Ticket Number of the generated Ticket |
| Chat ID | Unique identifier of the Chat interaction |
| Email ID | Unique identifier of the Email interaction |
| Connection lost | Shows whether the user was logged out by the system |
Note: Click here to view the Hungarian version of this table.
Tip: Add or remove additional information columns by using the
button.
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