Group Manager Productivity Summary Report

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