Spreadsheet: 747185d1631273815-agent-state-vs-schedule-state-time-calculation-login-time-help
Sheet: Agent States Report

Shift Start | Shift End | DurationDuringShift? | Skill | Entity | Team | Agent | Date | Agent State | Reason | Start Time | End Time | Duration | Total Duration Check
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | LoggedOut |  | 00:00:00 | 08:03:00 | 0:08:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | WaitForNextCall |  | 08:03:00 | 08:06:00 | 0:00:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 08:06:00 | 08:18:00 | 0:00:12:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 08:18:00 | 08:21:00 | 0:00:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 08:21:00 | 08:23:00 | 0:00:02:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOutbound |  | 08:23:00 | 08:24:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 08:24:00 | 08:52:00 | 0:00:28:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | WaitForNextCall |  | 08:52:00 | 08:53:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 08:53:00 | 08:58:00 | 0:00:05:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallConsult |  | 08:58:00 | 08:59:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 08:59:00 | 09:00:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 2 | 09:00:00 | 09:06:00 | 0:00:06:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 09:06:00 | 09:11:00 | 0:00:05:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 09:11:00 | 09:12:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOutbound |  | 09:12:00 | 09:17:00 | 0:00:05:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 09:17:00 | 09:29:00 | 0:00:12:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallConsult |  | 09:29:00 | 09:30:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 09:30:00 | 09:32:00 | 0:00:02:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 2 | 09:32:00 | 09:46:00 | 0:00:14:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 09:46:00 | 10:05:00 | 0:00:19:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallConsult |  | 10:05:00 | 10:07:00 | 0:00:02:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 10:07:00 | 10:35:00 | 0:00:28:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallConsult |  | 10:35:00 | 10:37:00 | 0:00:02:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 10:37:00 | 10:52:00 | 0:00:15:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 10:52:00 | 10:55:00 | 0:00:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 10:55:00 | 11:00:00 | 0:00:05:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 1 | 11:00:00 | 11:03:00 | 0:00:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOutbound |  | 11:03:00 | 11:15:00 | 0:00:12:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 1 | 11:15:00 | 12:01:00 | 0:00:46:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 12:01:00 | 12:11:00 | 0:00:10:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 12:11:00 | 12:12:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 12:12:00 | 12:31:00 | 0:00:19:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 2 | 12:31:00 | 12:38:00 | 0:00:07:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 12:38:00 | 12:42:00 | 0:00:04:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 12:42:00 | 12:43:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 12:43:00 | 12:47:00 | 0:00:04:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallConsult |  | 12:47:00 | 12:49:00 | 0:00:02:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 12:49:00 | 12:58:00 | 0:00:09:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 12:58:00 | 13:03:00 | 0:00:05:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 13:03:00 | 13:04:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 0 | 13:04:00 | 13:07:00 | 0:00:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 13:07:00 | 13:18:00 | 0:00:11:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 3 | 13:18:00 | 14:00:00 | 0:00:42:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 14:00:00 | 14:08:00 | [NAME]
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOutbound |  | 14:08:00 | 14:15:00 | 0:00:07:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 14:15:00 | 14:23:00 | [NAME]
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | WaitForNextCall |  | 14:23:00 | 14:24:00 | 0:00:01:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 14:24:00 | 14:29:00 | 0:00:05:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallOnHold |  | 14:29:00 | 14:36:00 | 0:00:07:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | CallInbound |  | 14:36:00 | 14:39:00 | 0:00:03:00
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | NotReadyForNextCall | 2 | 14:39:00 | 14:55:00 | [NAME]
 |  |  |  |  | C_CCC ECP Team - Jane | [NAME] | 2021-08-31 00:00:00 | LoggedOut |  | 14:55:00 | +00:00 | 0:09:05:00
 |  | Should reflect 75min since agent worked half day