--- title: Agent Productivity slug: contact-center/agent-productivity docTags: createdAt: 2025-09-28T09:08:45.834Z --- # Overview The Agent Self-Monitoring App is a custom platform designed to display an agent's individual productivity and session data related to login duration, calls handled, and time spent on various breaks. It provides agents with a consolidated, system-level view of their performance for self-assessment. - **Scope:** The data displayed is at the **system level**, irrespective of the campaign (Inbound or Outbound) selected by the user. The app is currently for **voice purpose** only. # How It Works The app is divided into three primary sections, each displaying data from specific sources with unique refresh and reset properties. | Section | Data Type Displayed | Data Source & Reset Logic | UI Refresh Time | | ------------------ | ------------------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------- | | **1. Login Stats** | Time the agent was logged in. | From **JS stats**. Data is available for the **past 12 hours** and **does not reset** on system restart. | 5 minutes | | **2. Call Stats** | Total calls handled (success or failed), irrespective of talk time. | From **System stats** (specifically AgentCallStatsT2D2). Data is available for the **past 12 hours**. **Data resets to 0** on server restart and at **23:59:59**. | 5 minutes | | **3. Break Stats** | Time spent on different break types (e.g., Meeting, Snacks). | From **JS stats**. Data is available for the **past 12 hours** and **does not reset** on system restart. | 5 minute | ## Deployment Note - **File Extension:** Before uploading the app on the server (up to build 4.3), the app's extension must be renamed from **.aax** to **.aaex**. - **User Mapping:** **No slot mapping is available for Voice-Admin**. The Voice-Admin role is not shown in the list while uploading the app. # Use Cases - **Self-Correction:** An agent can review their call stats and break stats to ensure they are meeting individual productivity targets and minimizing unauthorized break time. - **Shift Review:** An agent can use the Login Stats to confirm the total time they were actively logged into the system for accurate shift time tracking. - **Supervisor Check:** Supervisors can direct agents to their self-monitoring app for real-time feedback on their current shift performance. ### Benefits - **Real-Time Feedback:** Provides agents with near-real-time data (5-minute refresh) on their core metrics. - **Empowered Management:** Enables agents to self-monitor and proactively manage their adherence and productivity goals. ### Limitations - **Group Manager Exclusion:** The app is **Not working for Group Manager** user roles. - **Call Stats Reset:** **Calling stats reset** after every server restart, but the **Login/Break stats do not reset**. - **Voice Only:** The app is currently purely for **voice purpose**. ## Related Agent Productivity Features These features are core to the Agent Console and support overall productivity management: ### 1. Agent Status and Availability Control - **Overview:** Agents control their availability and status via a simple drop-down menu and campaign toggle switches. - **How It Works:** After login, the agent's initial status is **"Just Logged In (Unavailable)"**. They must manually change to **"Available"** to receive work. They can select configured **Break Reasons** (e.g., "Lunch," "Training") for non-productive time. Agents also use **Auto-mode (Auto-Call On/Off)** switches to control active campaign connectivity. - **Benefits:** Ensures accurate tracking of productive vs. non-productive time and allows the agent to comply with multi-channel shift requirements. ### 2. Last Performed Activity Tracking - **Overview:** A feature that tracks the time elapsed since the agent's last meaningful activity within their session. - **How It Works:** Agents can hover over **"Last activity since"** in the Account Menu to see the total time elapsed. Activities considered include: changing status (all breaks), picking up a chat/ticket/call, dispositioning a chat/ticket/call, or putting a call on hold. - **Benefits:** Helps both the agent and supervisor ensure continuous activity during shifts. - **Limitations:** This feature is only available for the **WebApp application** and not for toolbars. The activity time count **resets to 0 on page reload**. ### 3. WebRTC Telephony Health Check - **Overview:** A simple indicator to confirm the functional status of the agent's voice connection. - **How It Works:** An icon in the top-right corner shows the [WebRtc Troubleshooter](docId\:QqeucC6PvIJp3s1Hj0co1). It should turn **"Green"** (registered) shortly after logging in. If it remains **"Red,"** the WebRTC is not registered, and the agent cannot make or receive calls. - **Benefits:** Allows agents to self-diagnose and proactively report connectivity issues to minimize call downtime.