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
|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|
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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