Productivity Summary
The Productivity Summary gives an overview of agent productivity. It uses a table to display agent productivity based information by summarised totals and percentages based on the reporting date range.
Report Fields
The report contains the following fields.
| Field | Description |
|---|---|
| Agent | The Agent column reports the agent name from which the data was captured. |
| Preview Duration | The Preview Duration column reports the total Preview status duration during the reporting period. |
| Preview Count | The Preview Count reports the total number of times the agent has been in the Preview status during the reporting period. |
| Preview Duration % | The Preview Duration % reports the percentage of total time spent in the Preview status during the reporting period. |
| Active & Hold Duration | The Active & Hold Duration column reports the total Active and Hold status duration during the reporting period. |
| Active & Hold Duration % | The Active & Hold Duration % reports the percentage of total time spent in the Active and Hold status during the reporting period. |
| Contacts Handled | The Contacts Handled column reports the total number of contacts handled by the agent during the reporting period. |
| Avg Active & Hold Duration | The Avg Active & Hold Duration reports the average active and hold time of contacts handled by the agent during the reporting period. |
| Wrap Duration | The Wrap Duration column reports the total Wrap status duration during the reporting period. |
| Wrap Duration % | The Wrap Duration % reports the percentage of total time spent in the Wrap status during the reporting period. |
Report Filters
The report contains the following inbuilt filters.
| Field | Description |
|---|---|
| Team Selection | The Teams filter can be used to select one or more teams to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| Agent Selection | The Agents filter can be used to select one or more agents to report on. With the filter applied values in the report will be updated to reflect what was selected. |
| Queue Selection | The Queues filter can be used to select one or more queues to report on. With the filter applied values in the report will be updated to reflect what was selected. |