---
title: Agent Productivity Interval Summary Report
slug: contact-center/agent-productivity-interval-summary-report
docTags:
createdAt: 2025-10-21T06:29:35.909Z
---
**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).
:::BlockQuote
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.
:::BlockQuote
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:
:::BlockQuote
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.