Overview
The Agent Status Changes (Detailed) report provides a timestamped log of every status change for each agent throughout the day, offering full visibility into agent activity and availability. Check the datasets included in the report to interpret the results accurately.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and is subject to change. If you want to enable this feature for your account, book a demo here.
The Rollup Reporting permissions are required to use this feature. Please contact the account administrator on your team. For more information, see Contact Center Pro Permissions.
Things to know
You can now combine templates, which is especially useful for adding KPIs from other datasets into your report. For more, see Use Multi-Template Reports.
Ensure the View All Newly Added Datasets permission is enabled for your user role if you don't see Contact Center Pro reports in Rollup Reporting.
Filter report results
After you've created a report, apply general filters to narrow down the results.
From the Network/Tenant dropdown, select the specific ServiceTitan account you want the report to reflect.
Use the From - To dropdown, set the date range for the report results.
Use the From (Time) - To (Time) dropdowns to set the exact time range for the report results.
For more information, see Run, filter, and export Rollup reports.
Understand report results
Your report results display in a table based on the filters you set. By default, the Agent Status Changes (Detailed) report includes the following columns:
Agent Status Changes (Detailed)
Timestamp – The exact date and time when the status change occurred.
User – The name of the agent whose status changed at the given timestamp.
From Status – The agent's previous status before the change.
To Status – The new status the agent switched to.
Duration in Previous Status – How long the agent stayed in the prior status before switching to the new one.
