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Clock-out Reasons and Report

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When agents take a break or finish their work in the predictive dialing mode, they need to clock out from the system by selecting one of the available reasons.

Creating Clock-out Reasons

Administrators can add new reasons and remove existing reasons whenever necessary.

To create a clock-out reason:

  1. Go to Tenant and select Clocked Out Reasons.
  2. Click Create New Reason.
  3. Enter the reason and click Enabled? to enable it right away.
  4. Click Save.

You can view statistics about agents' breaks in the Clocked-in Agents Report.

Clocked-in Agents Report

This report provides data about agents' presence in the Dialer and the breaks they took.

To run the report:

  1. On the Dialer home page, click Reports and select Clocked-in Agents.
  2. Set the necessary parameters under Search Params to filter the report output:
    1. In the Period field, specify the date and time range for the report. On the Dates tab, select the starting and ending date and time. Alternatively, on the Bookmarks tab, select one of the specified ranges from the dropdown list.

      IMPORTANT

      The time in the Period field is UTC 0, which can differ from your timezone. Filling out the Period field is mandatory.

    2. In the Users field, select one or more agents. If you don’t specify any agent, the report will extract data for all users.
    3. In the User Tags, Groupsand Skill Groups fields, select a group of users to show in the report output (optional).
    4. In the Clocked Out Reasons, select what breaks you wish to include in the report. If none is selected, all breaks are displayed.
  3. Click Generate to run the report and display it in the lower part of the page. The table below contains explanations of the columns.
    Click Download CSV to save the report as a CSV file.  

Column Description
User Agent's name.
Total logged in time The total duration of the agent's stay in the system
Total clocked in time The total duration of the agent's clock-ins
Total clocked in count The total number of times the agent clocked in. You can click on the number to open a new window with detailed data about clocked in/clocked out times and break durations downloadable as a CSV file.
Total breaks in time The summarized duration of all breaks the agent took
Start shift The summarized time between login and clock-in moments. The digit that precedes the time shows the number of logins
Break duration: system The total duration of the agent's breaks with no clocked-out reason. Such breaks can happen because the agent closed the browser without clocking out, was forced out by the manager, or system issues
Break duration:[other reasons]
The total duration of the agent's breaks with a specific clocked out reason

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