Agent Login Report

Summary

Out of the Box Agent Login Report

Content

Hey all,

I'm looking at the standard Agent Login report located in \Public Reports\Service\Agent Reports\Agent Login and noticed some inconsistencies.This report is supposed to show hours logged in and editing hours for accounts. We have 2 accounts in this site one only logs in through the BUI and the other only logs in through the Agent Desktop. What we are noticing is that the account that only logs in through BUI shows 0 logins and 0 login hours, but shows hours for editing. The account that only logs in through the Agent Desktop shows hours for both login and edits. Does Service Cloud not track login/out times for Agent Web or are these times stored outside of