Agent Productivity

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The Agent Productivity report furnishes the net productive time spent by the agents for the given period.

To view reports:

Select the Time Period from Today, Yesterday, This Week, This Month and Custom. If you select Custom, select the Start Date and End Date.
Note:
The database is updated at 15-minute intervals, at -00 -15, -30, -45 every hour. If you select any in-between time (say 3:35pm) as the To date for your Summary report, the populated report does not contain data for the time 3:30:01 to 3:44:59 (in HH:MM:SS).
Select the Filter Criteria. For more information, see Report Filter Criteria.
Select a Channel from Voice, SMS, or Email.
If you want the report for a shared-list Campaign, select the Shared List checkbox. Select the Target Campaign if you are selecting the Shared List campaign checkbox. This fetches the results for the selected Outcomes in the Target Campaigns.
Click Show Records to populate the report.
Click Export to export the contents of the report into an Excel (xlsx) or CSV file. By default, the report is exported as XLSX.

Report displays the following parameters:

Fields	Description
Agent	Name of the agent.
LoggedInDuration	The total duration, for which the agent was logged in.
IdleTime	The total duration (in HH:MM:SS), for which the agent was remaining in idle state during the logged in period.
Number_Of_Calls
Total	The total number of calls handled by the agent. This is the sum of Inbound and Outbound calls.
Inbound	The total number of Inbound calls handled by the agent.
Outbound	The total number of Outbound calls handled by the agent.
TalkTime
Total	The total duration (in HH:MM:SS) for which the agent was in the talking state. This is the sum of the talk time for Inbound and Outbound calls.
Inbound	The total duration (in HH:MM:SS) for which the agent was in the talking state for Inbound calls.
Outbound	The total duration (in HH:MM:SS) for which the agent was in the talking state for Outbound calls.
ACWTime
Total	The total duration (in HH:MM:SS) for which the agent was in the After Call Work state. This is the sum of the ACW time for Inbound and Outbound calls.
Inbound	The total duration (in HH:MM:SS), for which the agent was in ACW state for Inbound calls.
Outbound	The total duration (in HH:MM:SS) for which the agent was in ACW state for Outbound calls.
NotReadyTime	The total duration (in HH:MM:SS), for which the agent was remaining in Not Ready state.
PreviewStateTime	The total duration (in HH:MM:SS), for which the agent was remaining in the Preview state.
Other State	The total duration (in HH:MM:SS), for which the agent was in other states.

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