Staff Agent Activity Report

The Staff Agent Activity report offers an overview of agent activity across all agents or a specific agent, in the form of Responses, Time Entered and Tickets Closed.

  1. Click on Reporting - Staff Agent Activity Report to display the report page (the report is automatically run on the default filters and matching results are displayed):
  2. At the top of the report, the date and time that the report was run is displayed, along with the date and time the cache will expire (15 mins from the time the report was created):

  3. Choose your reporting criteria from the following filters:
    • Date range - Start and end date of reporting period
    • Staff - Filter by Staff Agent. Choose All Staff (default) or one particular Staff Agent from the list.
  4. Click on Update to run the report and display matching results.
  5. You can export the report to either CSV, XLSX or PDF by selecting from the Export Report dropdown:

    You can also schedule this report to run on a specific day - See Scheduling a Dashboard Report.

Once the report has been generated, the data is cached for 15 minutes to save time building the report. This means that if you run the report again within 15 minutes, the cached data is used - after 15 minutes the report is built using new data.