Agent Productivity Interval Summary Report
Overview
The Agent Productivity Interval Summary Report provides a detailed user-wise summary of agent session activity and call performance for a defined time interval.
It helps supervisors and administrators analyze agent utilization, workload distribution, and operational efficiency across campaigns and processes.
The report captures how much time each agent was staffed, available, idle, on call, or on break, giving a complete 360° view of agent productivity and time utilization during the selected period.
Purpose
Use this report to:
- Measure agent productivity and efficiency in a specific time window.
- Track talk time, idle time, breaks, and ACW to identify performance gaps.
- Evaluate auto-dial vs. manual call handling trends.
- Support workforce planning, scheduling, and performance coaching.
Report Fields
Column Name | Data Type | Definition |
|---|---|---|
Interval Start Time | Time | Start time of the reporting interval defined by the user. |
Interval End Time | Time | End time of the reporting interval defined by the user. |
Process Name | String | Process (workflow) where the calls were handled. |
Campaign Name | String | Name of the campaign associated with the calls. |
User Name | String | Name of the agent for whom the data is displayed. |
User ID | String | Unique identifier for the agent. |
Total Staffed Duration | Duration | Total duration the agent was staffed for a campaign (includes breaks).
Total Staffed Duration = Total Ready Duration of a User + Total Break Duration of a User |
Total Ready Duration | Duration | Time the agent remained in “Ready” status during the interval. Includes both Auto-Call On and Ready while Auto-Call Off. Total Ready Duration = Duration of Auto-Call On Status + Duration of Calls taken with Auto-Call Off Status |
Total Break Duration | Duration | Total break duration across all sessions during the interval. |
Avg. Ringing Time | Duration | Average duration the agent’s phone rang for all calls in the selected campaign interval. |
Avg. Talk Time | Duration | Average talk time per answered call = Total Talk Time ÷ Total Calls Answered. |
Avg. ACW Duration | Duration | Average After-Call Work (ACW) or wrap time per call. |
Avg. Handling Time | Duration | Average Handling Time (AHT) = Avg. Talk Time + Avg. ACW Duration. (Excludes wrap-up of non-connected calls.) |
Total Talk Time in Interval | Duration | Total talk time spent by the agent across all connected calls. |
Total ACW Duration in Interval | Duration | Total time spent on After Call Work (ACW) after call disconnection and before disposition. |
Total Idle Time | Duration | Total time the agent was idle while in Ready state = Ready Duration − Total Service Time. |
Total Service Time | Duration | Time spent actively handling calls = Agent (Ringing + Setup + Talk + Hold + ACW + Preview) + Customer (Ringing + Setup) (if applicable). |
Auto-Call On Duration | Duration | Time the agent remained in “Auto-Call On” mode, ready to receive auto-dialed calls. |
Auto-Call Off Duration | Duration | Time the agent was in “Ready” mode but not in Auto-Call On state. |
Auto Dials | Number | Total auto-dial calls (connected or not). Excludes auto-preview dials. |
Auto Preview Dials | Number | Total auto-preview and auto-dialed calls, connected or not. |
Inbound Received | Number | Total inbound calls (connected and not connected) received during the interval. |
Manual Dials | Number | Total manual dial calls (connected or not). Excludes manual preview dials. |
Manual Preview Dials | Number | Total manual preview and dialed calls (connected or not). |
Callbacks Received | Number | Total callbacks (queue, campaign, self, or preview) received in the interval. |
Transfers Received | Number | Total calls transferred to the agent or campaign during the interval. |
Auto Dialer Calls Talk Time | Duration | Cumulative talk time for all auto-dialer calls. Excludes auto-preview dials. |
Inbound Calls Talk Time | Duration | Total talk time on inbound calls handled by the agent. |
Manual Calls Talk Time | Duration | Total talk time on manual calls (excludes manual preview dials). |
Callback Calls Talk Time | Duration | Total talk time for all callback calls handled in the interval. |
Transfer to Campaign Calls Talk Time | Duration | Total talk time on calls transferred into the campaign. |
Click-to-Call Talk Time | Duration | Total talk time for calls initiated via the click-to-call feature. |
Connected Auto Dials | Number | Number of auto-dial calls that successfully connected to customers. |
Connected Inbound | Number | Number of inbound calls connected to agents. |
Connected Manual Dials | Number | Number of manually dialed calls connected to customers. |
Connected Callbacks | Number | Number of callback calls connected to customers. |
Connected Transfers | Number | Number of transferred calls connected to agents. |
Connected Manual Preview Dials | Number | Number of manual preview calls that successfully connected. |
Connected Auto Preview Dials | Number | Number of auto-preview dials connected to customers. |
Click-to-Calls | Number | Total click-to-call calls made (connected or not). |
Connected Click-to-Calls | Number | Number of click-to-call calls successfully connected to customers. |
Auto Dialer Ring-Time | Duration | Total ringing time for auto-dialed calls. |
Inbound Ring Time | Duration | Total ringing time for inbound calls before answer. |
Manual Ring Time | Duration | Total ringing time for manual outbound calls. |
Callback Calls Ring Time | Duration | Total ringing time for callback calls at the customer end. |
Transfer to Campaign Ring Time | Duration | Total ringing time for transferred calls. |
Total Wrapped Calls | Number | Number of calls wrapped up or completed by the agent in the given time span. |
Auto Dialer Calls ACW Duration | Duration | Total ACW duration for auto-dial calls. |
Inbound Calls ACW Duration | Duration | Total ACW duration for inbound calls. |
How Idle Time is Calculated
Formula:
Idle Time = Total Ready Duration − Total Service Time
Where Total Service Time includes:
Example 1 — Shift Duration Calculation
Agent Shift: 12:00 AM – 8:00 AM
Event | Time |
|---|---|
Login | 12:00 AM |
Available | 12:01 AM |
First Call | 12:10–12:15 |
Disposition | 12:16 |
Second Call | 12:20–12:23 |
Disposition | 12:25 |
Break | 12:30–1:30 |
Third Call | 1:35–1:40 |
Disposition | 1:42 |
Logout | 8:00 AM |
Derived metrics:
- Total Ready Time: 7 hrs
- Total Talk Time: 13 mins
- ACW (Disposition): 5 mins
- Break Time: 1 hr
- Idle Time = Ready Duration − (Talk + Hold + Setup + Ring + ACW)
Example 2 - Short Interval (System Verified)
Event | Time |
|---|---|
Login | 04:25 |
Available | 04:26 |
Call Start | 04:27 |
Connect | +5s |
Hold | 04:29–04:30 |
Call End | 04:31 |
Disposition | 04:31:30 |
Break | 04:33–04:34 |
Logout | 04:35 |
Calculated Metrics:
- Staffed Duration: 9m 42s
- Ready Duration: 8m 20s
- Break Duration: 2m
- Talk Time: 2m 53s
- Hold Time: 1m
- ACW: 35s
- Idle Time: 3m 35s
Best Practices
- Use this report with Agent Summary to track both per-interval and total shift performance.
- Monitor Idle Time + AHT to identify underutilized or overburdened agents.
- Compare Auto vs. Manual Dial success rates to fine-tune dialer pacing.
- Use Break and Ready duration trends to optimize shift scheduling.