Agent Productivity Chart

This report shows how long agents spent on incoming and outgoing interactions across all communication channels. You can filter the dashboard report to show productivity for particular agents.

The statistics can be displayed in a choice of formats.

 

Basic Information

Category	Agent
Custom or data export	Custom
Channels
Historical Data Source	CONTACT Agent Activity
Supported formats
Key to table

Metrics

The report is broken down by the Agent dimension. The following metric is displayed for each agent:

Metric	Description
Productive	The total duration agents spent on incoming and outgoing interactions across all channels. It includes durations spent in wrap-up and, for calls, it includes hold durations. In HH:MM:SS

Report Filters