Agent Productivity

This report displays historical agent productivity statistics such as logged in durations and the durations spent handling calls. This helps you to see the value your agents are bringing to your organisation. You can filter the dashboard report to show productivity for particular agents.

Note: not all columns are shown (see below for full details).

Basic Information

Category

Agent

Custom or data export

Custom

Channels

Historical Data Source

CONTACT Agent Activity

Supported formats

Key to table

Dimensions and Metrics

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

Metric	Description
First Log-on Time	The date and time the agent first logged in.
Last Log-off Time	The date and time the agent last logged out.
Total Logged On Duration	The total duration for which agents were logged in to storm. It is the sum of Total Available Duration, Total Unavailable Duration, Productive, and Total Call Setup Duration. If an agent logged in or logged out outside the selected reporting period, this value will not match the difference between the First Log-on Time and Last Log-off Time times for that agent. In HH:MM:SS
Total Available Duration	The total duration agents spent in the 'Available' status. In HH:MM:SS
% Available	The percentage of agent logged-in durations in the 'Available' status.
Total Unavailable Duration	The total duration agents were unavailable. This includes the standard 'Unavailable' status and any custom unavailable statuses. It excludes time spent on calls or in wrap-up. In HH:MM:SS
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
% Productive	The percentage of agent logged-in durations spent on incoming and outgoing interactions across all channels. It includes durations spent in wrap-up and, for calls, it includes hold durations.
Total Setup Duration	The total duration agents spent in setup statuses across all communication channels. This includes call dialling and ringing times, and time spent waiting to handle text-based messages. In HH:MM:SS

Report Filters

Filter	Setting	Configurable on dashboard?
Agent	Includes statistics for all agents.	Yes. Use the filter to include or exclude individual agents.

For instructions on applying filters to a dashboard report, see Filter a Historical Report'.