Group Manager Productivity Summary Report

12 min

Overview

The Group Manager Productivity Summary Report provides a comprehensive, user-wise summary of call and session performance for agents belonging to a specific group.

It gives 360° visibility into agent productivity by consolidating metrics such as login duration, ready time, talk time, idle time, and after-call activities across inbound and outbound campaigns.

This report enables group managers, supervisors, and administrators to analyze how effectively agents utilize their logged-in hours, identify idle or unproductive time, and track overall performance trends within a group.

Key Highlights

Tracks agent productivity across multiple campaigns within a group.

Measures total staffed, ready, and break durations.

Summarizes inbound, outbound, manual, callback, and transfer call activity.

Provides a complete breakdown of talk time, ACW (After Call Work), hold duration, and ring times.

Supports SLA compliance and workforce performance monitoring.

Report Columns

Basic Information

Column Name	Data Type	Definition
Process Name	String	Name of the process in which the call was made.
Group Name	String	Name of the group to which the agent is assigned.
Campaign Name	String	Name of the campaign under which the call was made.
User ID	String	Unique ID of the agent associated with the call.
User Name	String	Name of the agent associated with the call.

Session Information

Column Name	Data Type	Definition
Total Staffed Duration	Duration	Total time the agent was staffed in campaigns of the group, including break durations.
Total Ready Duration	Duration	Total time the agent was in an “Active” or “Ready” state during sessions in the selected interval. It includes both Auto-Call On and Auto-Call Off durations.
Total Break Duration	Duration	Total duration the agent spent on breaks across all sessions during the selected time frame.
Total Idle Time	Duration	Total idle time during which the agent was in “Ready” state but not handling any calls. Calculated as: Ready Duration – (Total Service Time in Interval)
Auto-Call On Duration	Duration	Total duration the agent was on “Auto-Call On” mode within campaigns of the group.
Auto-Call Off Duration	Duration	Total duration the agent was on “Auto-Call Off” mode (but still in “Ready” status) within campaigns of the group.

Call Performance Metrics

Column Name	Data Type	Definition
Avg. Ringing Time	Duration	Average ringing time of the agent’s phone for all calls in the campaign.
Avg. Talk Time	Duration	Average time the agent spent talking to customers on connected calls. (Total Talk Time ÷ Total Calls Answered)
Avg. ACW Duration	Duration	Average wrap-up time spent by the agent after handling calls (connected or disconnected).
Avg. Handling Time (AHT)	Duration	Average time taken by the agent to handle a call, including Talk Time and Hold Time but excluding ACW Duration.
Total Talk Time in Interval	Duration	Cumulative talk time across all connected calls handled by the agent within the specified time frame.
Total ACW Duration in Interval	Duration	Cumulative time spent by the agent on After Call Work (ACW) for all answered calls in the specified period.
Total Customer Hold Duration	Duration	Total duration customers were placed on hold by the agent.
Avg. Customer Hold Duration	Time	Average hold time per call: (Total Hold Duration ÷ Total Calls with Hold)

Call Volume Summary

Column Name	Data Type	Definition
Auto Dials	Number	Total number of auto-dialed calls made within the group’s campaign (excluding auto-previewed calls).
Inbound Received	Number	Total inbound calls (across all dispositions) received in the group’s campaigns.
Manual Dials	Number	Total manually dialed outbound calls (excluding manual preview dials).
Callbacks Received	Number	Total callbacks handled, including queue, campaign, self, and preview callbacks.
Transfers Received	Number	Total transferred calls received in the campaign, whether connected or not.

Connected Call Metrics

Column Name	Data Type	Definition
Connected Auto Dials	Number	Total connected auto-dialed calls (excluding auto-previewed calls).
Connected Inbound	Number	Total inbound calls successfully connected to agents.
Connected Manual Dials	Number	Total connected manual dial calls (excluding manual preview dials).
Connected Callbacks	Number	Total connected callback calls (includes all callback types).
Connected Transfers	Number	Total transferred calls successfully connected to agents.

Channel-Specific Talk & ACW Durations

Column Name	Data Type	Definition
Auto Dialer Talk Time	Duration	Total talk time for all auto-dialed calls (excluding auto-previewed calls).
Inbound Calls Talk Time	Duration	Total talk time for all inbound calls.
Manual Calls Talk Time	Duration	Total talk time for manually dialed outbound calls (excluding preview dials).
Callback Calls Talk Time	Duration	Total talk time for all callback calls.
Transfer to Campaign Calls Talk Time	Duration	Total talk time for transferred calls received in the campaign.
Manual Preview Talk Time	Duration	Total talk time for all manually previewed and dialed calls.
Auto Preview Talk Time	Duration	Total talk time for auto-previewed and auto-dialed calls.
Click-to-Call Talk Time	Duration	Total talk time for calls made using the click-to-call feature.
Auto Dialer Calls ACW Duration	Duration	Total ACW duration for auto-dialed calls (excluding auto-previewed calls).
Inbound Calls ACW Duration	Duration	Total ACW duration for inbound calls.
Manual Calls ACW Duration	Duration	Total ACW duration for manually dialed calls (excluding preview dials).
Callback Calls ACW Duration	Duration	Total ACW duration for callback calls.
Transfer to Campaign Calls ACW Duration	Duration	Total ACW duration for transferred calls.
Manual Preview ACW Duration	Duration	Total ACW duration for manually previewed and dialed calls.
Auto Preview ACW Duration	Duration	Total ACW duration for auto-previewed and auto-dialed calls.
Click-to-Calls ACW Duration	Duration	Total ACW duration for all click-to-call outbound calls.

Call Type and Ring Duration Breakdown

Column Name	Data Type	Definition
Auto Dialer Ring Time	Duration	Time the agent’s phone rang for auto-dialed calls (excluding auto-previewed ones).
Auto Preview Ring Time	Duration	Time the agent’s phone rang for auto-previewed calls.
Inbound Ring Time	Duration	Time the agent’s phone rang for inbound calls.
Manual Ring Time	Duration	Time the agent’s phone rang for manually dialed calls (excluding preview dials).
Manual Preview Ring Time	Duration	Time the agent’s phone rang for manual previewed calls.
Callback Calls Ring Time	Duration	Time the agent’s phone rang for callback calls.
Transfer to Campaign Ring Time	Duration	Time the agent’s phone rang for transferred campaign calls.
Click-to-Calls Ring Time	Duration	Time the agent’s phone rang for click-to-call initiated calls.
Total Ring Time	Duration	Total of all ringing durations across all call types.

Dial and Preview Call Metrics

Column Name	Data Type	Definition
Manual Preview Dials	Number	Total manually previewed and dialed calls (connected or not).
Connected Manual Preview Dials	Number	Total manually previewed and dialed calls successfully connected.
Auto Preview Dials	Number	Total auto-previewed and auto-dialed calls (connected or not).
Connected Auto Preview Dials	Number	Total auto-previewed and auto-dialed calls successfully connected.
Click-to-Calls	Number	Total calls (connected or not) made using the click-to-call feature.
Connected Click-to-Calls	Number	Total click-to-call initiated calls successfully connected to customers.

Preview Time Metrics

Column Name	Data Type	Definition
Total Preview Time	Duration	Total preview time spent on auto-preview and manual preview dial calls before dialing.
Avg. Preview Time	Duration	Average preview time spent before dialing across all previewed calls.

Wrap-Up Summary

Column Name	Data Type	Definition
Total Wrapped Calls	Number	Total number of calls wrapped (completed and disposed) by the agent during the reporting period.

Insights and Use Cases

Supervisors can identify top and low-performing agents based on AHT, talk time, and idle time.

Group Managers can optimize staffing by analyzing call load and activity duration trends.

Quality Teams can use ACW and hold time data to evaluate customer handling quality.

Operations Managers can assess campaign efficiency across inbound and outbound flows.

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