Introduction

The report "2. Agents by Event → Select Agent" from the "Agents" report group allows you to see the chronological detail of an agent's events (states), including their start and end times, duration, and—when applicable—information about the associated interaction (type, destination, phone, campaign). It is ideal for operational auditing, time control, state compliance validation, productivity analysis, incident investigation (e.g., "Why was the agent in ACW for so long?"), and reconstructing the agent's workday.

Report Information

• AGENT_ID: Unique identifier of the agent within the platform. This column allows you to recognize the analyzed agent and correlate the information with other operational reports or historical metrics.
• AGENT_STATUS: The state the agent was in during that specific event. It can show predefined values such as READY (agent available to receive calls), TALK (agent on an active call), ACW (After Call Work, performing coding or post-call tasks), RING (call in the process of connecting or ringing in the system), and also custom states created in the operation (e.g., Break, Consulting Leader, End of Shift, among others), which allows analyzing operational behavior and state discipline.
• TIME: Total duration of the event in hh:mm:ss format. This column indicates how long the agent remained in that specific state before changing to another.
• DATE_INI: Exact date and time when the event or state began. It allows you to chronologically locate the moment when the agent changed to that state.
• DATE_END: Date and time when the event ended. It helps determine when that state ended and the transition to the next one occurred.
• CONN_ID: Technical identifier of the connection or interaction associated with the event (when applicable). This column facilitates traceability and cross-referencing with CDR, recordings, or technical audits.
• TYPE_INTERACTION: Type of interaction related to the event. It can show predefined values such as conference (conference call with multiple participants), inbound (incoming call), internal call (internal call between extensions), internal call_inb (incoming internal call), internal call_que (internal call from a queue), out_pre (outbound call in a predictive campaign), outbound_ma (manual outbound call made by the agent), and transfer (call transferred to another agent or destination), which allows classifying and analyzing the type of management performed.
• DESTINY: Indicates the type of call destination, showing whether it was made to a mobile or landline phone. This information is useful for dialing analysis and operational costs.
• TELEPHONE: Phone number associated with the interaction when the event corresponds to a call. It allows traceability and contact validation, although it may appear anonymized depending on the operation's configuration.
• CAMPAIGN_ID: Identifier of the campaign linked to the interaction (mainly in outbound or predictive scenarios). This column allows attributing the event to a specific campaign within the operation.