Agent States

The Agent States report is an Interactive Report that provides an overview of agent state activity for the selected time period. It focuses on the duration and frequency of individual agent states, including optional state reasons and channel context.

This report is intended for detailed agent-level state analysis.

Available Pages

The Agent States report consists of the following page:

  • Overview

Overview

The Overview page displays agent state information in a tabular format.

It includes:

  • Agent name

  • State and optional state reason

  • Total duration spent in each state

  • Activity count representing how often the state occurred

  • Channel context (for example telephony)

The page supports hierarchical expansion, allowing users to drill down from agent level to individual states and reasons.

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Notes

  • This is an Interactive Report

  • All data respects the applied filters

  • The report supports detailed state-level analysis per agent

  • Exporting follows standard Power BI export behavior