Introduction

The report "8.1 Agent States - 30 Minutes" from the "Agents" report group allows you to see, in 30-minute blocks, how each agent's activity (volumes and times) is distributed within the selected date range. It is especially useful for operational auditing, adherence analysis, inactivity detection, break (AUX) validation, and quick reading of load by intervals (peaks and troughs).

Report Information

• DATE: Date to which the analyzed block corresponds; when querying more than one day, this column allows separating results by workday (typical format YYYY-MM-DD).
• HOUR: Time interval of the report in 30-minute increments (default values such as 00:00, 00:30, 01:00, 01:30, etc.); used to read behavior "segment by segment."
• AGENT_ID: Unique identifier of the agent within the operation; useful for cross-referencing with other reports and traceability in audits.
• AGENT_DNI: Document/identification configured for the agent; used for administrative validations or cross-referencing with HR.
• AGENT_NAME: Name of the agent; facilitates human reading of the report and quick identification of patterns by person/team.
• CALLS: Total voice calls/interactions managed in that interval; serves as a "macro" indicator of load in the block.
• INBOUND: Number of inbound calls handled in the interval; helps gauge inbound demand by time slot.
• OUTBOUND: Number of outbound calls made in the interval; allows validating outbound productivity and peak dialing times.
• INTERNAL: Number of internal calls in the interval; useful for detecting collaboration/supervision or intensive use of internal communication.
• READY_TIME: Time accumulated in ready/prepared state during the interval (default format HH:MM:SS); key for measuring actual availability.
• INBOUND_TIME: Total time dedicated to inbound calls in the interval (default format HH:MM:SS); used to analyze operational consumption by inbound demand.
• OUTBOUND_TIME: Total time dedicated to outbound calls in the interval (default format HH:MM:SS); indicates actual effort in outbound calls (not just count).
• ACW_TIME: Time in ACW (After Call Work/coding) within the interval (default format HH:MM:SS); useful for controlling post-call and coding.
• RING_TIME: Time in ringing/waiting for call connection in the interval (default format HH:MM:SS); helps identify delays due to network, destination, or failed attempts.
• LOGIN_TIME: Total logged-in time within the interval (default format HH:MM:SS); basis for compliance metrics and comparison with AUX/READY.
• AHT: Average Handle Time or average handling time per call in the interval (default format HH:MM:SS); allows detecting blocks with longer conversations or more complex processes.
• OCCUPANCY: Agent occupancy percentage in the interval (default format %); reflects how "busy" the agent was in that block, ideal for reading saturation vs. capacity.
• AUX_TIME: Time accumulated in auxiliary/breaks within the interval (default format HH:MM:SS); useful for break control and compliance with rest/support policies.