Does the User Status Detail Report include specifics about queue activity such as interacting, idle, and not responding?

Does the User Status Detail Report include specifics about queue activity such as interacting, idle, and not responding?

• A. Yes
• B. No
• C. Only interacting and idle
• D. It varies by configuration

Answer: (B)

The key idea here is understanding what the User Status Detail Report actually tracks. This report captures how long each agent spends in their own statuses (such as available, not ready, on break, DND, etc.) over a period. It focuses on the agent’s state itself, not on what the agent is doing with a specific queue or contact. Specifically, it does not include queue-level activity details like interacting, idle, or not responding. Those states describe the agent’s activity with a particular contact in a queue and are found in other reports that focus on queue or interaction activity rather than the agent’s overall status. So you won’t see per-queue interaction states in the User Status Detail Report; use separate queue/interaction reports if you need that level of detail.

The key idea here is understanding what the User Status Detail Report actually tracks. This report captures how long each agent spends in their own statuses (such as available, not ready, on break, DND, etc.) over a period. It focuses on the agent’s state itself, not on what the agent is doing with a specific queue or contact.

Specifically, it does not include queue-level activity details like interacting, idle, or not responding. Those states describe the agent’s activity with a particular contact in a queue and are found in other reports that focus on queue or interaction activity rather than the agent’s overall status. So you won’t see per-queue interaction states in the User Status Detail Report; use separate queue/interaction reports if you need that level of detail.