--- title: Group Manager Productivity Summary Report slug: contact-center/group-manager-productivity-summary-report docTags: createdAt: 2025-10-22T06:36:16.703Z --- ### 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.