6/4/2023 0 Comments Activity audit report![]() If a status appears in your report but is not listed on this page, it is a custom status created by your organization. For example, there was an error with the agent's soft phone connection. ![]() ![]() Telecom issue: When an outbound call is ended before the call is established.Missed Call Agent: When an agent accepts a callback, but they end the call before ringing the customer has finished.Contact Missed: When the agent misses a contact.Calling Customer: The state before an outbound call is established.Agent Disconnected: When the agent doesn't choose Accept on the inbound contact in 20 seconds, or they choose Reject.Busy: The agent is interacting with a customer.Connected: When an inbound contact has been established by the agent choosing Accept in their CCP.Connecting Agent: The state between an inbound contact being routed to an agent and the agent receiving the contact.Joining Customer: The state between an inbound contact arriving in the flow and routing to the agent.Custom status: The agent has set their status in the Contact Control Panel (CCP) to a custom status.Offline: The agent has set their status in the Contact Control Panel (CCP) to Offline.Available: The agent has set their status in the Contact Control Panel (CCP) to Available.The following values may appear in the Status column on agent activity audit report. To download the results, choose Download CSV. Log in to Amazon Connect at instance name.my.connect.aws/.Ĭhoose Analytics and optimization, Historical metrics, Agents, Agent activity audit.Ĭhoose the agent login, date, and timezone, and then choose Generate Report. Run the agent activity audit reportįor a list of required permissions to perform this procedure, see Permissions required to view historical metrics reports. All of the data in this report is also in the agent event stream.įor example, if there's something in the audit report you want to recreate, or if you want to recreate a different time period, you can do so using the agent event stream. The agent activity audit is like a report version of the agent event stream. ![]()
0 Comments
Leave a Reply. |