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 = ringing + setup + talk + hold + acw + preview + customer ringing (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 ringing time + preview time + talk time + hold time + acw duration + setup/ringing time (customer side) 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