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Engage Voice | Historical dashboards: Agent State

Last updated on January 27, 2022

The Engage platform provides several dashboards organized by categories that provide data on current information. Most of the reports used in dashboards can be found in the Standard folder of Historical reports. Read more about them in Historical reports reference.

Note: Dashboards and reports that reference digital data are reserved for future use.

Helpful hint!

Some parts of the UI will refer to reports as ‘insights.’ Reports are ‘insights’ as well. Still, most of the UI will only refer to reports as ‘reports’ and not ‘insights.’ Insight is a deprecated term.

Agent State

The Agent State dashboard provides an overview of agent occupancy, and login utilization, as well as more detailed agent state statistics.

Here are the following filters you can use to sort data in the Agent State dashboard:

Date Range: A range of days that the dashboard will be covering. Preset to the last 30 days.
Account ID: The ID of the account that needs to be viewed.
Account: The sub-account to be reported on.
Agent Group: Narrows the report down to a subset of agent groups.
Agent Team: Narrows the report down to a subset of agent teams.
Agent Location: Narrows the report down to a subset of agent locations.
Agent Full Name: Narrows the report down to a subset of agents.

Note that an activity is attributed to a time interval by its start timestamp. Account filter is a parent filter to the other filters (except for the Date). For example, if you select a particular account, the Agent Group filter will be showing only agent groups of that account.

Under the Agent State dashboard, you will find the Agent State KPIs section and the Voice and Digital Agent State section.

Agent State KPIs section

Voice Login Time Utilization: Percentage of the agent login time spent on calls.
Voice Agent Occupancy: Ratio or percentage of time an agent is engaged in calls to the time they are available.
Total Agent Login Time: Total time an agent is logged in.
Digital Login Time Utilization: Percentage of the agent login time spent on digital interactions.
Agent Digital Occupancy: Ratio or percentage of time an agent is engaged in digital interactions to the time they are available.

Voice and Digital Agent State section

Voice Agent State Report: Pie chart that shows the voice agent’s state time broken up by base state.
Agent Digital State Chart: Pie chart that shows the digital agent’s state time broken up by digital state.

Agent Voice State Report

Shows a chart that gives the agent’s full name, base state, pending disposition time, other agent state time and the total agent state time (pending disposition time plus other agent state time) for voice agents.