The Break Reasons Report looks at agent break times to help understand how agents are spending their time.
Create a Break Reasons Report: #
| Note: See Create a Data Report for more information about creating reports. |
Report Customisation Options #
Customisation |
Options |
|---|---|
Data source |
Select an individual or a selection of Agent or Groups. |
Columns |
Each of the statistics listed below can be added or removed from the report by managing the columns to include. |
Aggregations |
The following aggregations can be used to cluster data together:
|
Report Output #
For each agent in a company, the following statistics are available for time spent on different break types.
Statistic |
Description |
|---|---|
Total break time |
The total time (in minutes) that the agent has spent on breaks (all categories). |
Total productive break time |
The total time (in minutes) that the agent has spent on productive breaks (all categories). |
Total unproductive break time |
The total time (in minutes) that the agent has spent on unproductive breaks (all categories). |
<Different break categories> |
The total time (in minutes) that the agent has spent on different breaks (broken down into break categories). |