--- title: Supervisor, Group Manager, and QA Productivity Summary Report slug: contact-center/supervisor-group-manager-and-qa-productivity-summary-report docTags: createdAt: 2025-10-21T13:59:45.876Z --- **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.