The Agent Login Time report is used to track when Agents are logged in. Use this report to check how well Agents are adhering to their schedules.
How data in the report is measured
The report is measured by the following:
Grouping
Grouped by Agent.
Time Anchor
Data is time anchored using time across different "buckets" or time granularities specified in the report filters.
Metrics used for the Agent Login Time report
Click on the description to review the definition of each metric and how it's used to calculate data.
Metric | Description |
|---|---|
Date | The date when the Agent logged in. |
Agent ID | Gladly ID for the Agent. |
Agent Name | The name of the Agent. |
Login Time (minutes) | The total time (in minutes) the Agent spent logged in. |
How the Agent Login Time report is filtered
Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters here.
Date
List all Agents who went were logged in on the specified date or date range.
Rollup
Represents Agents that are logged in for that given time granularity, as selected in the Rollup.
Team
When filtering by team, you will see all the Agents currently assigned to that team.
How to use the Agent Login Time report
The Agent Login Time report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples:
Scenario | Column Filters |
|---|---|
Which Agents are spending the least time logged in? | • Select the desired date/range • Select the results rollup Click Download CSV and use the Login Time (minutes) column to sort from longest to shortest along with the Agent Name field. |