The Working Hours Report looks at how an agent has spent their time whilst working looking at login time and showing statistics about activity like average talk time, on-call time and work time as well as other options.
Create a Working Hours 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:
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Report Output #
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. |