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While using Time - Logged-In and Time - Logged-In (Per Workgroup) may seem straightforward, things can get complicated once you apply filters or rearrange dimensions. This article explains the key concepts behind these values and what to keep in mind when reporting on them.
An example: Bob
Bob is a member of 3 different workgroups:
Bob's primary workgroup is Staff, but he also handles calls in the Support queue. When you run an Agent Activity Summary Report to find out how long Bob worked today with no filters applied, you'll see something like this:
The Time - Logged-In column shows the total time Bob was logged into any workgroup — captured under 'n/a'. The Time - Logged-In (Per Workgroup) column breaks that out by each individual workgroup. The 'n/a' row displays the total because it is not looking at any particular workgroup.
Understanding the two fields
Time - Logged-In
Represents the amount of time logged into any workgroup.
- Workgroup filter applied: This field will show 00:00:00 because the report needs to pull data from all workgroups in order to determine total logged-in time. Filtering to specific workgroups — even ones Bob was logged into — will still result in 00:00:00.
- Agent filter applied: Time - Logged-In displays under workgroup 'n/a' because it is not looking at any particular workgroup.
Time - Logged-In (Per Workgroup)
Represents the amount of time logged into each workgroup.
- Workgroup filter applied: Displays the total time logged into the specified workgroups. Note that totals are the sum across all filtered workgroups — whether agents were logged into each concurrently or separately, the total will be the aggregated sum. This means it will often be much higher than the actual time logged in.
- Agent filter applied: Displays the cumulative duration for each workgroup the agent was logged into. Totals show the sum of all those durations combined.
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