Reviewing user status log

The User status log displays agent status transition history and helps you analyze agents' efficiency.

1. On the left sidebar, select Reporting > Reports.
2. Select User status log.
3. Set the date range and time to retrieve data. By default, the log displays data for all users for the current day from 00:00 to 23:59.
4. In the Original status date column, review the date and time when an agent's original status was set.
5. In the Transition column, you can see the entire status transition history for the selected period. By default, the log includes the transition history of all system and custom statuses, excluding the automatically assigned ones. Use filters to see the transition history of automatically assigned system statuses (Dialing, In service, and After service).
6. In the Duration column, review how long an agent had spent in the original status before changing it to the next one.
7. In the Status transition date column, review the date and time when an agent's original status was changed to the next one.

8. Click the Filter icon if you want to retrieve data for specific agents or groups.
9. In the Filters window, select the original and final statuses you want to analyze. The status lists contain all system and custom statuses, including automatically assigned ones (Dialing, In service, and After service).

10. Click Apply filters.
11. Click XLS or CSV to download the status log as an .xls or .csv file.