Group Manager Productivity Interval Summary Report
Overview
The Group Manager Productivity Interval Summary Report provides a user-level summary of call and session activity for agents assigned to one or more groups during a specified time interval. It shows connected and abandoned calls, SLA attainment, call volumes, talk/hold/ACW times and other session metrics — all limited to the time the agent was assigned to the selected group. Use this report to assess group-level agent productivity, staffing effectiveness and SLA compliance for voice campaigns.
When to use
- Monitor group agent productivity for a given shift or time window.
- Verify SLA attainment and identify groups or agents with high abandonment or idle time.
- Compare inbound vs outbound activity, preview vs auto-dial performance, and channel-specific talk/ACW durations.
Prerequisites
- Role: Group Manager / Supervisor / Administrator (report access).
- Applicable channel: Voice only.
- Agents must be assigned to the group for the time intervals you wish to analyse (report shows data only for the periods an agent was in that group).
How to generate (high level)
- Open Reports → Group Manager → Productivity Interval Summary.
- Select Group(s), Campaign(s) and the Interval Start / End time.
- (Optional) Apply filters (process, queue, user) and generate the report.
- Export or drill down into user-level rows for deeper analysis.
Columns
Column Name | Data Type | Definition |
|---|---|---|
Interval Start Time | Time | It shows the time when the interval to collect the data for generating the report starts. It is selected by the user while generating the report. |
Interval End Time | Time | It shows the time when the interval to collect the data for generating the report ends. It is selected by the user while generating the report. |
Process Name | String | It is the name of the process in which the call is made. |
Campaign Name | String | It is the name of the campaign in which the call is made. |
Group Name | String | It is the name of the group in which the agent is assigned. |
User Name | String | It is the name of the user with whom the call was associated in the selected interval. |
User ID | String | It is the ID of the user with whom the call was associated in the selected interval. |
Total Staffed Duration | Duration | It is the total time duration for which the user was staffed in a group of that campaign in the pre-selected interval. It includes their break time also. |
Total Ready Duration | Duration | It is the total time duration for which the user was active in a group of that campaign. It is equal to the ready duration of a user on all sessions of in the pre-selected interval. Total Ready Duration is equal to the sum of duration for which user was on Auto-Call On and the duration for which the user was on Auto-Call Off. |
Total Break Duration | Duration | It is the total duration for which a user was on break in a campaign of that group in the pre-selected interval. It is the sum of break duration of a user on all sessions in the pre-selected interval. |
Total Idle Time | Duration | It is the total Idle time spent by the user in a campaign of that group. It is equal to the total ready duration minus the sum of total service time in the interval in that campaign for the given period of time. |
Avg. Ringing Time | Duration | It is the average of all time duration for which a user’s phone was ringing for all calls in a campaign of that group in the pre-selected interval. |
Avg. Talk Time | Duration | It is the average talk time spent by the user on the calls in a campaign of that group in the pre-selected interval. It is equal to the total talk time of the user divided by the total calls answered by the user. |
Avg. ACW Duration | Duration | It is the average of wrap time spent by a user on all its connected and disconnected calls in a campaign of that group in the pre-selected interval. |
Avg. Handling Time | Duration | The average time taken by the agent to handle the calls. |
Total Talk Time in Interval | Duration | It is the total of all talk time durations on the connected calls spent by the users in a campaign of that group in the specified interval. |
Total ACW Duration in Interval | Duration | ACW stands for After Call Work. It is the total of all time durations spent by the first users on the calls answered in the specified interval between the call disconnection and its disposition. |
Auto-Call On Duration | Duration | It is the total duration for which the user was on “Auto-Call On” mode in a campaign of that group in the pre-selected duration. |
Auto-Call Off Duration | Duration | It is the total duration for which the user was on “Auto-Call Off” mode but was on “Ready” mode in a campaign of that group in the pre-selected duration. |
Auto Dials | Number | It shows the total number of auto-dial calls made in the specified interval, whether they are connected or not connected. It does not include those calls which are auto-previewed and then auto-dialed. |
Auto Preview Dials | Number | It shows the total number of auto-previewed and auto-dialled calls made in the specified interval, whether they are connected or not. It does not include Auto Dial Calls, which are not previewed. |
Inbound Received | Number | It shows the total number of inbound calls (disposed in all system dispositions) in the specified interval, whether they are connected or not connected. |
Manual Dials | Number | It shows the total number of manual dial calls made in the specified interval, whether they are connected or not connected. It does not include Manual Preview Dial Calls. |
Manual Preview Dials | Number | It shows the total number of manually previewed and dialed calls in the specified interval, whether they are connected or not connected. It does not include the Manual Dial Calls, which are not previewed. |
Callbacks Received | Number | It shows the total number of callbacks made in the specified interval, whether they are connected or not connected. It includes Queue Callback, Campaign Callback, Self Callback, and Preview Callback. |
Transfers Received | Number | It shows the total number of transferred calls received in the specified interval, whether they are connected or not connected. |
Auto Dialer Calls Talk Time | Duration | It is the total customer talk time spent on all calls dialed by the Auto-Dialers in the specified interval. It does not include Auto Preview Dial calls, which are previewed before dialing. |
Inbound Calls Talk Time | Duration | It is the total customer talk time spent on all inbound calls received in the specified interval. |
Manual Calls Talk Time | Duration | It is the total customer talk time spent on all calls which are manually dialed in the specified interval. It does not include Manual Preview Dial Calls. |
Callback Calls Talk Time | Duration | It is the total customer talk time spent on all calls made for the callbacks in the specified interval. |
Transfer to Campaign Calls Talk Time | Duration | It is the total customer talk time spent on all calls transferred to this in the specified interval of that group. |
Click to Call Talk Time | Duration | It is the total customer talk time spent on all outbound calls in the specified interval which are made using click-to-call feature, that is, making a call by clicking the phone number displayed in the Customer Information or anywhere else in the system. |
Connected Auto Dials | Number | It shows the total number of auto-dial calls, which are connected to the customers, in the specified interval. It does not include those calls which are auto-previewed and then auto-dialed. |
Connected Inbound | Number | It shows the total number of inbound calls (disposed in all system dispositions), which are connected to the agents in the specified interval. |
Connected Manual Dials | Number | It shows the total number of manual dial calls, which are connected to the customers, made in the specified interval. It does not include Manual Preview Dial Calls. |
Connected Callbacks | Number | It shows the total number of callbacks, which are connected to the customers, in the specified interval. It includes Queue Callback, Campaign Callback, Self Callback, and Preview Callback. |
Connected Transfers | Number | It shows the total number of transferred calls received, which are connected to the agents, in the specified interval. |
Connected Manual Preview Dials | Number | It is the total number of manually previewed and dialed calls, which are connected to the customers in the specified interval. It does not include the Manual Dial Calls, which are not previewed. |
Connected Auto Preview Dials | Number | It shows the total number of auto-previewed and auto-dialled calls made in the specified interval, which are connected to the customers. It does not include Auto Dial Calls, which are not previewed. |
Click-To-Calls | Number | It shows the total number of all calls (connected or not connected) which are made, in the specified interval, using click-to-call feature, that is, making a call by clicking the phone number displayed in the Customer Information or anywhere else in the system. |
Connected Click-to-Calls | Number | It shows the total number of customer-connected calls which are made, in the specified interval, using click-to-call feature, that is, making a call by clicking the phone number displayed in the Customer Information or anywhere else in the system. |
Auto Dialer Ring-Time | Duration | It shows the total duration of the call in which it was in ringing state in case of the auto-call on. |
Inbound Ring Time | Duration | It shows the total duration of the time for an inbound call in which the call was in the ringing state. |
Manual Ring Time | Duration | It shows the total duration of the time for an outbound manual call in which the call was in the ringing state at the customer end. |
Callback Calls Ring Time | Duration | It shows the total duration of the time for the callback calls in which the call was in the ringing state at the customer end. |
Transfer To Campaign Ring Time | Duration | It shows the total duration of the time for the call when the call has been transferred for which the call was in the ringing state. |
Total Wrapped Calls | Number | It shows the total number of calls that have been wrapped or completed by the agent in the given duration of the time span. |
Auto Dialer Calls ACW Duration | Duration | It shows the total time taken by the agent for the ACW or dispose-off the call when auto-dialing was enabled. |
Inbound Calls ACW Duration | Duration | It shows the total time taken by the agent for the ACW or dispose-off the call for the inbound calls. |
Validation & Troubleshooting
- No data for agent: confirm agent assignment to the group during the selected interval. The report only includes periods when the agent was a member of the group.
- SLA values look off: verify the configured threshold (default 20s) and whether short calls (<10s) are included/excluded per SLA definition.
- Preview vs auto-dial counts mismatch: ensure campaign type (auto vs preview vs manual) mapping and that exported rows are filtered for the correct campaign.
- Discrepancies with real-time wallboard: confirm reporting interval boundaries and timezone used when generating the report.
Best practices
- Report frequently (hourly/daily) for active campaigns to spot trends early.
- Use the report together with Queue Performance and Agent Productivity Summary for full context.
- Compare Total Ready Duration vs Total Service Time to identify idle time optimization opportunities.
- Export to CSV and pivot by User ID to compute per-agent KPIs or to feed workforce planning tools.