Working hours reports can be found within the Status-data Reports section and allow you to see statistics around agent’s working hours, including, On Call Times, Login Times and On Hold Times as well as many more options.
Company administrators and supervisors must have the Reports: Modify privilege to manage reports. If you only have the Reports Can Be Created privilege, you can generate reports, but cannot save or delete them.
Create a Working Hours Report: #
Step 1:
Head to the reports tab on the left of your screen.
Step 2:
In the top right of your screen, select a pre-existing report from the drop-down or click New to create a report from scratch.
Note: Not all of the following fields are mandatory.
Step 3:
In the Report Type drop-down select Status Data Reports.
Step 4:
In the Report Sub Type drop-down select Working Hours Report.
Step 5:
In the Agent drop-down, select the agent who’s data you want to include in your report.
Step 6:
In the Groups drop-down select the groups you wish to include.
Step 7:
For the Columns drop-down select On Hold Time Average (inbound) (s).
Step 8:
Select the date range for which statistics are reported. Do one of the following:
To select a day, do one of the following:
- Click on the date on the calendar
- Enter the date in the Start and End fields. Enter the date in DD/MM/YY or DD/MM/YYYY format
- Click on either the Today or Yesterday button
The date is highlighted on the calendar.
To select a week do one of the following:
- Click on the week number (at the start of each row) on the calendar
- Use the calendar to select the start date and end date of the week
- Enter the week’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Click on either the This Week or Last Week button.
The week is highlighted on the calendar.
To select a month, do one of the following:
- Click on the title bar for that month on the calendar
- Enter the month’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Use the calendar to select the start date and end date of the month
- Click on either the This Month or Last Month button.
The month is highlighted on the calendar.
To select a quarter (three months), do one of the following:
- Use the calendar to select the start date and end date of the quarter
- Enter the quarter’s range in the Start and End fields. Enter the dates in DD/MM/YY or DD/MM/YYYY format
- Click on either the This Quarter or Last Quarter button.
The quarter is highlighted on the calendar.
Note: If you select the time range by clicking one of the buttons, such as the This Week button, the dates included in the time range are relative to the current date, as indicated by the message: Selection is: Relative. However, if you select the time range manually, either by using the calendar or by entering dates in the Start and End fields, the dates included in the time range are absolute values (that is, not relative to the current date), as indicated by the message: Selection is: Absolute.
Note: To clear a selected time range, click Clear Selection.
Step 9:
For Aggregations, select the grouping for which statistics are collected and combined in the report. This depends on the Report Subtype you have selected.
Step 10:
Click Generate Report.
For more information on other commonly used reports click here.
Report configuration options #
You can refine the data statistics to be included in the report by selecting the following specific items:
- Agent
- Groups
- Columns
Under Aggregations in the Report Tool, you can specify the grouping for which statistics are collected and combined in the report. One of:
- By Agent
- By Month
Configurables in the Report Tool: None.
For each agent in a company, the following statistics are available for time spent on different work activities.
| Statistic | Description |
| Total login time | The total time (in minutes) that the agent has spent logged into the Agent Portal. |
| 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). |
| Total work time | The total time (in minutes) that the agent has spent on calls and productive breaks. |
| Total available time | The total time (in minutes) that the agent has been available. |
| Total on-call time (inbound) | The total time (in minutes) that the agent has spent on handling inbound calls, (talk time + hold time + wrapup time). |
| Average on-call time (inbound) | The average time (in seconds) that the agent has spent on handling inbound calls, (talk time + hold time + wrapup time). |
| Total talk time (inbound) | The total time (in minutes) that the agent has spent on talking to callers (not including hold time, consultation time or wrapup time). |
| Average talk time (inbound) | The average time (in seconds) that the agent has spent on talking to callers (not including hold time, consultation time or wrapup time). |
| Total on-hold time (inbound) | The total time (in minutes) that the agent had callers put on hold (all hold reasons). |
| Average on-hold time (inbound) | The average time (in seconds) that the agent had callers put on hold (all hold reasons). |
| Total wrapup time (inbound) | The total time (in minutes) that the agent spent on wrapping up inbound calls. |
| Average wrapup time (inbound) | The average time (in seconds) that the agent spent on wrapping up inbound calls. |
| Total on-call time (outbound) | The total time (in minutes) that the agent has spent on handling outbound calls, including wrapup time. |
| Average on-call time (outbound) | The average time (in seconds) that the agent has spent on handling outbound calls, including wrapup time. |
| Total talk time (outbound) | The total time (in minutes) that the agent has spent on talking to callers (not including hold time, consultation time or wrapup time). |
| Average talk time (outbound) | The average time (in seconds) that the agent has spent on talking to callers (not including hold time, consultation time or wrapup time). |
| Total on-hold time (outbound) | The total time (in minutes) that the agent had contacts put on hold (all hold reasons). |
| Average on-hold time (outbound) | The average time (in minutes) that the agent had contacts put on hold (all hold reasons). |
| Total wrapup time (outbound) | The total time (in minutes) that the agent has spent on wrapping up outbound calls. |
| Average wrapup time (outbound) | The average time (in minutes) that the agent has spent on wrapping up outbound calls. |
| Waiting for classification | The total time (in minutes) that the agent has spent on exceeding the wrapup time by not entering a (mandatory) classification for the item within the required time. |
Parent topic: Status-data statistics