--- title: Agent Productivity Summary Report slug: contact-center/agent-productivity-summary-report docTags: createdAt: 2025-10-21T10:05:06.172Z --- ### Overview The **Agent Productivity Summary Report** provides a consolidated summary of each agent’s productivity metrics within a specific time range. It helps supervisors and contact center administrators evaluate how effectively agents utilize their working hours across **call handling**, **after-call work (ACW)**, **breaks**, and **idle time**. This report delivers an at-a-glance view of **agent performance**, **time utilization**, and **workload distribution**, helping improve workforce planning and overall service quality. ### Purpose Use this report to: - Measure how efficiently agents use their logged-in hours. - Identify idle or underutilized agents. - Track key performance metrics — talk time, ACW, idle time, and break durations. - Support performance reviews, coaching, and resource allocation decisions. ### Report Fields | **Column Name** | **Data Type** | **Definition** | | ---------------------------- | ------------- | ------------------------------------------------------------------------------------------------------------------------------------------------ | | **Process Name** | String | Name of the process (workflow) under which the calls were made or received. | | **Campaign Name** | String | Campaign in which the calls were handled. | | **User Name** | String | The agent’s display name. | | **User ID** | String | The agent’s unique system identifier. | | **Total Staffed Duration** | Duration | Total duration the agent was staffed during the reporting period (includes breaks). | | **Total Ready Duration** | Duration | Total time the agent remained in “Ready” status — available for calls. Includes both Auto-Call On and Ready with Auto-Call Off states. | | **Total Break Duration** | Duration | Cumulative duration of all breaks taken during the reporting period. | | **Total Talk Time** | Duration | Total time spent by the agent actively speaking to customers across all connected calls. | | **Total ACW Duration** | Duration | Total time spent in After-Call Work (ACW) — the period between call disconnection and call disposition. | | **Total Idle Time** | Duration | Time the agent was available (Ready) but not engaged in handling calls = Ready Duration − Service Duration. | | **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 Ready but not in Auto-Call On mode. | | **Total Hold Duration** | Duration | Total duration for which customers were placed on hold by the agent. | | **Total Service Time** | Duration | Time spent actively handling calls = Agent **(Ringing + Setup + Talk + Hold + ACW + Preview)** + Customer **(Ringing + Setup)** (if applicable). | | **Avg. Ringing Time** | Duration | Average time the agent’s phone rang across all calls. | | **Avg. Talk Time** | Duration | Average talk time per connected call = Total Talk Time ÷ Total Calls Answered. | | **Avg. ACW Duration** | Duration | Average wrap-up duration per connected call. | | **Avg. Handling Time (AHT)** | Duration | Average Handling Time = Avg. Talk Time + Avg. ACW Duration. *(Excludes wrap-up of non-connected calls.)* | | **Inbound Calls** | Number | Total inbound calls (connected and not connected) handled by the agent. | | **Outbound Calls** | Number | Total outbound calls (manual, preview, or auto-dialed) attempted by the agent. | | **Connected Calls** | Number | Total calls successfully connected to customers during the reporting period. | | **Total Wrapped Calls** | Number | Total calls wrapped up or disposed of by the agent. | | **Total Idle Calls** | Number | Calls during which the agent remained idle or inactive. | | **Callbacks Received** | Number | Total number of callbacks (queue, self, or preview) received by the agent. | | **Transferred Calls** | Number | Total calls transferred to the agent from other queues or campaigns. | | **Click-to-Call Calls** | Number | Total calls made using the click-to-call feature from CRM or other interfaces. | | **Connected Click-to-Calls** | Number | Number of click-to-call calls successfully connected to customers. | ### Key Performance Metrics | **Metric** | **Description** | | ------------------------------- | ----------------------------------------------------------------------------------------------------------------------- | | **Agent Utilization %** | Measures how much of an agent’s staffed time was spent on active work. Formula: (Service Time ÷ Staffed Duration) × 100 | | **Idle Time %** | Represents the percentage of Ready time not utilized in call handling. Formula: (Idle Time ÷ Ready Duration) × 100 | | **Break Time %** | Indicates the portion of staffed duration spent on breaks. Formula: (Break Duration ÷ Staffed Duration) × 100 | | **AHT (Average Handling Time)** | Average time spent per call, combining talk and ACW durations. | | **Talk-to-Work Ratio** | Ratio of total talk time to total working time (Talk Time ÷ Service Time). | ### Example Use Case **Scenario:** A contact center supervisor wants to assess how efficiently agents utilized their 8-hour shifts. | **Metric** | **Value** | **Interpretation** | | --------------------- | --------- | -------------------------------------------------------- | | Staffed Duration | 8 hrs | Total logged-in time | | Ready Duration | 7 hrs | Time available for calls | | Talk Time | 3 hrs | Active customer engagement | | ACW Duration | 1 hr | Post-call processing | | Break Duration | 1 hr | Scheduled breaks | | Idle Time | 2 hrs | Time agent was Ready but idle | | **Agent Utilization** | 62.5% | Indicates moderate efficiency; scope to reduce idle time | Supervisors can use this data to adjust scheduling, identify coaching needs, and rebalance workloads. ### Best Practices - Combine this report with the **Agent Productivity Interval Summary Report** for deeper insights into hourly or shift-based patterns. - Review **Idle Time %** regularly to optimize queue routing and staffing levels. - Use **AHT trends** to assess process complexity and training needs. - Compare **Break Time %** across teams to maintain adherence and balance workloads.