25.08.2022

Agents Working Time: Status History Report

How to check the working hours of operators, view the status history report of one user in the workplace, settings and opportunities in Oki-Toki.

Agents Working Time: Status History Report

The operator log is a report in Oki-Toki that allows you to check the working hours of operators. It displays the status history of call center users at the operator’s station or the status change sequence of one user. In addition to Busy, Away, Ready, Pcp, Waiting, Offline, N/A statuses, it displays the names of queues, event numbers, business processes and contacts that the agent worked with.

Operator statuses

  • Ready – the time during which the operator is free. He is ready for communication and is not busy with anything;
  • Away – the period during which the agent does not participate in communications. May have a so-called. clarification to describe scheduled lunch breaks, briefings or briefings. And also a text comment – an explanation;
    • It is possible to add additional explanations for the Away status, for example, Restroom, Tea break, Dinner, etc.
  • Busy (Busy) – the period during which the operator is busy working with the client;
  • PCP (Post Call Processing) – call post-processing. That is, the time interval after communication. At this time, the operator may be busy working with documents, filling out forms, etc. The operator must be in the scenario (questionnaire) while in this status;
  • Waiting (Call) – a state in which one of the parties is waiting for the second. At the same time, full communication is not possible;
  • Offline – during this time the operator is absent from the workplace and cannot be involved in the work;
  • N/A – this status describes the operator’s busy interval in queues and companies that are not available to you for viewing by security settings. It combines all the statuses that occupy the user: Busy, Pcp, Waiting.

Agent status

Opportunities at OKI-TOKI

The start page of the report is presented as a basic list of filtering fields. After clicking on the “Show all fields” button, additional settings will appear.

basic settings

When generating an operator’s working time report, you can select the period for adding a task, user, project, and operator status.

Oki-Toki allows you to display the search result in any convenient format. You can show the report inside the interface, as well as upload it as Excel, HTML or Google Sheets

Basic settings of agents logs

Additional settings

  • Queue – specify the queue to which operators are assigned;
  • Status Refinement – You can create refinements for the AWAY status. These clarifications will be offered to operators when working in the operator position (for example, Tea break, Dinner, Lunch, Briefing, etc.);
  • Display billed time – rounding the duration of statuses according to the queue settings in the Billing Options section;
  • Call ID, phone number, process (questionnaire) ID, time format (duration output format in HH:MM:SS, MM:SS, etc.) and comment.

Additional settings

After filling in the required fields, generate a report in the form of a table. There are columns: operator, queue, comment, chat, call duration, call start and end time. As well as call ID/phone, process ID in CRM.

Record agents logs

The operator and their status are listed in the first column. If the operator is in the “Calling” and “PCP” status, then you can view the details of the call in three tabs:

  • “Record” – assessment of the quality of the dialogue, call recording (can be downloaded) and transcript (can be downloaded in HTML);

Call record tab

  • Call log – call ID; author; the queue to which the operator is bound; function (call script cube). And also party A (caller), party B (answered); call start time, waiting time and call duration; call status and reason (SIP Provider from provider);

Functions tab

  • Communication nodes – SID, server, queue, supplier, internal A number, B number; start time of the call, waiting and conversation; SIP result and call cost.

Communication nodes tab

Additionally

  • For a detailed study of the conversations of operators with customers, you can go to the Call Log, more details here .
  • For the general report, you can create a Summary report on the statuses in the queues (displays the distribution of time in the Busy, Pcp, Waiting statuses). Summary report on user statuses (allows you to see the beginning and end of the operator’s work, the duration and number of status changes).

Ilona Chernyakova

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