Supervisor, Group Manager, and QA Productivity Summary Report

overview the supervisor, group manager, and qa productivity summary report provides a consolidated view of the performance and productivity of non agent roles in a contact center including supervisors, group managers, and quality analysts (qa) while most reports focus on agent performance , this report enables contact center leaders to evaluate how effectively their supervisory and qa teams manage agents, monitor calls, and perform quality assurance activities it summarizes their call intervention activities (snoop, barge, whisper, and confer), qa scoring actions , and overall engagement time across campaigns this helps leadership teams assess operational efficiency, identify high performing supervisors, and detect areas for coaching or process improvement purpose use this report to track supervisory engagement through snoop, barge, whisper, and conference activities measure qa scoring productivity across voice logs understand time distribution between supervision, collaboration, and breaks evaluate how effectively supervisory staff are supporting agent performance and ensuring quality control report fields column name data type definition process id number unique identifier of the process where the user monitored or engaged in calls process name string name of the process under which the supervisor or qa performed the call activity campaign id number unique identifier of the campaign associated with the monitored or engaged calls campaign name string name of the campaign in which the user performed supervisory or qa actions user name string name of the supervisor , group manager , or qa analyst whose activities are being tracked user id string system generated id of the supervisor, group manager, or qa analyst total snoop count number total number of calls in which the user snooped (silently listened) to an ongoing agent call for quality or coaching purposes total barge count number total number of calls in which the user barged (actively joined) an agent’s call to assist with issue resolution total whisper count number total number of calls in which the user whispered (guided the agent privately without the customer hearing) total confer count number total number of calls in which the user conferred with the agent and customer simultaneously during an active call total voice logs scored number total number of voice recordings (voicelogs) evaluated and scored by the user during the reporting period total snoop talk time duration cumulative duration of time spent by the user while snooping agent calls total barge talk time duration total time spent by the user while barging into live agent calls total whisper talk time duration total duration of all whisper sessions initiated by the user total confer talk time duration total time spent by the user during conference sessions with agents and customers total snoop ringing time duration total ringing time consumed before the snoop session was established total barge ringing time duration total ringing time consumed before the barge session was connected total whisper ringing time duration total ringing time consumed before the whisper session was connected total confer ringing time duration total ringing time consumed before the conference session was connected total time spent in campaign duration aggregate time the user spent in all assigned campaigns during the reporting period this includes active monitoring and participation time total break duration duration total time the user was marked as “on break” within the reporting period average snoop talk time duration average snoop duration per call formula total snoop talk time ÷ total snoop count average barge talk time duration average barge duration per call formula total barge talk time ÷ total barge count average whisper talk time duration average whisper duration per call formula total whisper talk time ÷ total whisper count average confer talk time duration average conference duration per call formula total confer talk time ÷ total confer count how to interpret the report each row in this report corresponds to an individual supervisor , group manager , or qa analyst by reviewing the report, contact center leaders can quickly determine how proactively supervisors are engaging with live calls whether qa scoring volumes align with organizational targets how much time is spent in active monitoring vs idle or break periods which managers are most involved in agent coaching and escalations example scenario user name total snoop count total barge count total whisper count total confer count voice logs scored total time in campaign total break duration priya sharma 12 5 8 3 20 7h 45m 40m interpretation priya actively monitored agent performance, snooping into 12 calls and scoring 20 voicelogs she used whisper mode for coaching 8 times and barged into 5 calls for escalations total campaign activity time of 7 hours 45 minutes shows healthy engagement, while 40 minutes of break is within normal productivity range key metrics and their importance metric significance snoop count & talk time indicates proactive quality monitoring and silent supervision of agent interactions barge count & talk time reflects hands on involvement in resolving customer issues during live calls whisper count & talk time highlights direct coaching and in the moment agent support confer count & talk time measures collaboration and multi party resolution scenarios voice logs scored represents post call quality evaluation efforts by qa or supervisors total campaign time vs break duration offers insight into engagement balance and time utilization efficiency best practices encourage supervisors to maintain a healthy balance between live monitoring (snoop/barge/whisper) and qa scoring use average talk time metrics to evaluate efficiency in handling interventions compare voice logs scored across teams to measure qa throughput and fairness in evaluations regularly review total campaign time to identify underutilized supervisory capacity correlate this report with the agent productivity summary report for holistic team performance assessment