Introduction

The report "4. Agent States by Campaign" from the "Agents" report group allows you to visualize, by campaign, the operational behavior of agents: how many interactions they managed (inbound, outbound, internal) and how much time they spent in key states (READY, RING, ACW, etc.), in addition to consolidated metrics such as AHT and Occupancy. It is useful for operational auditing, campaign tracking (especially outbound/predictive), and detecting low activity, idle time, or unbalanced workload among agents assigned to the same campaign.

Report Information

• AGENT_ID: Displays the agent's numeric identifier. In some cases, it may appear as "--" when the row functions as a header/visual separator for the campaign in the table.
• AGENT_NAME: Displays the agent's name; additionally, the report may include rows where text such as "Campaign: ..." appears to indicate the block of records corresponding to a campaign.
• CALLS: Total number of interactions/calls counted for the agent during the report period (numeric value).
• INBOUND: Number of inbound calls handled/registered for that agent (numeric value).
• OUTBOUND: Number of outbound calls (e.g., outbound management) registered for that agent (numeric value).
• INTERNAL: Number of internal calls (between extensions or internal flows) registered for that agent (numeric value).
• READY_TIME: Total time in READY state (agent available/prepared) expressed in hh:mm:ss format.
• INBOUND_TIME: Total time associated with inbound call management (hh:mm:ss format).
• OUTBOUND_TIME: Total time associated with outbound call management (hh:mm:ss format).
• ACW_TIME: Total time in ACW (After Call Work/coding or post-interaction closure) in hh:mm:ss format.
• RING_TIME: Total time in RING (ringing/waiting for call connection) in hh:mm:ss format.
• LOGIN_TIME: Total time with an active session (logged in) in hh:mm:ss format.
• AHT: Average Handle Time, average handling time per interaction (usually includes conversation + associated management, depending on your operation's configuration), in hh:mm:ss format.
• OCCUPANCY: Agent occupancy percentage (%). If there is not enough data to calculate it for the period (e.g., no login or no attributable times), it may not be displayed.
• AUX_TIME: Total time in auxiliary states (pauses/auxiliaries) in hh:mm:ss format.
• CAMPAIGN_ID: Numeric identifier of the campaign to which the displayed records belong (numeric value). This allows cross-referencing and filtering campaigns, especially when there are similar names.