The Agent Productivity Report shows each Agent with their Total Uptime and how much time they spent in Available, Busy, or Unavailable Status. For all Unavailable time the actual state the user was in is provided as well with the opportunity to view by time or percent of unavailable time.
|Start Date||Date||Yes||The start date of the Agent Status.|
|End Date||Date||Yes||The end date of the Agent Status.|
|Report View||Single Select||No||Choose whether to view the Unavailable States by Time or by Percentage.|
|Agents||Multi Select||No||The name of the Agent selected.|
|Teams||Multi Select||No||The name of the Team associated with the selected Agents.|
|Column Name||Data Type||Description||Example|
|Name||String||The name of the Agent involved in the Coaching Session.||George Washington|
|Uptime||Duration||The total duration of time the Agent spent in the system.||8:00:00|
|Available Time||Duration||The total amount of time the Agent spent in the system while available to take a conversation.||2:00:00|
|Available % of Total||Percent||The total percent of all Agent Uptime that was spent Available to take a call or conversation.||25.00%|
|Busy Time||Duration||The total amount of the the Agent spent in the system on a Conversation or in Wrap-up after the Conversation commenced.||4:00:00|
|Busy % of Total||Percent||The total percent of all Agent Uptime that was spent in a Conversation or in Wrap-up mode.||50.00%|
|Unavailable Time||Duration||The total amount of time the Agent spent in the system while unavailable to take a conversation.||2:00:00|
|Unavailable % of Total||Percent||The total percent of all Agent Uptime that was spent unavailable to take a conversation.||25.00%|
|Unavailable States||Duration or Percent||A breakdown of all the reasons for an Agent to be unavailable to take a conversation by either the duration or the percent of total unavailable time.||1:17|
Frequently Asked Questions
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