Agent and Team Productivity

The Agent and Team Productivity report displays the agent’s or team’s productivity statistics over a selected date range by day, week, or month. Statistics are reported only for time periods during which the agent is logged in or for when your ACD reports data.

NOTE If you select only one or more teams, then a Team Productivity Report is produced. If you select one or more teams and one or more agents, then an Agent Productivity Report is produced.

NOTE The values for Adherence % and Conformance % in this report are based on data calculated before adherence or conformance calculation enhancements were made. As a result, the values are simple averages and not weighted averages.

Fields in this report

Field	Definition
ACD ID	The agent’s identifier in the ACD.
Adherence %	The percentage describing how well agents stick to their planned work schedule within the interval. This information is available for agents who have productivity data. Adherence % = (A ÷ B) × 100 Where: A = Total minutes in adherence B = Total minutes not in adherence C = Total configured schedule adherence minutes
Agent Name	The agent’s full name.
Average Handle Time	The average ACD contact processing (cross interval) time for the agent for the interval. The average will be zero if calls handled is zero for the interval. Average handle time = (A + B + C) ÷ D Where: A = Total talk time for ACD contacts handled during the interval B = Total hold time for ACD contacts handled during the interval C = Total after contact work time for ACD contacts handled during the interval D = Total number of ACD contacts handled during the interval
Average Hold Time	Actual average on hold (cross interval) time for the agent for ACD contacts handled in the interval. This includes hold time for transfers and conferences. The average will be zero if Calls Handled is zero for the interval. Average hold time = A ÷ B Where: A = Amount of time agents placed contacts on hold during the interval, including hold time for transfers and conferences B = Number of contacts placed on hold during the period. A call might have been placed on hold multiple times.
Average Not Ready Time	The average amount of time the agent is in the Not Ready agent state. The average will be zero if Calls Handled is zero for the interval. Both cross interval and within interval data is used in the calculation. Average not ready time = A ÷ B Where: A = The amount of time the agent is in the Not Ready agent state during the interval B = Number of contacts completed during the interval
Average Ready Time	The actual average amount of time in seconds the agent is in the Ready agent state. The average will be zero if Calls Handled is zero for the interval. Both cross interval and within interval data is used in the calculation. Average ready time = A ÷ B Where: A = The amount of time the agent is in the Ready agent state during the interval B = Number of contacts completed during the interval
Average Talk Time	The average in-contact talk time (across intervals) for the handled ACD contacts for the agent for the interval. The average will be zero if Calls Handled is zero for the interval. Average talk time = (A + B) ÷ C Where: A = Total talk time for ACD contacts handled during the interval B = Total hold time for ACD contacts handled during the interval C = Total number of ACD contacts handled during the interval
Average Work Time	The average after contact work time (cross interval) in seconds for the ACD handled contacts for the agent for the interval. The average will be zero if Calls Handled is zero for the interval. Average work time = A ÷ B Where: A = After contact work time for contacts completed during the interval B = Number of contacts completed during the interval
Calls Handled	The number of ACD contacts that the service queue or agent completed during the interval. If a contact spans multiple intervals, it is counted only in the interval when the after contact work for the contact is completed.
Calls Outbound	Calls Outbound The number of external outbound ACD calls the agent completed during the interval.
Calls Per Hour	The number of ACD calls handled per hour. Both cross interval and within interval data is used in the calculation. Calls per hour = (A × 3600) ÷ B Where: A = Number of calls handled during the hour B = Total in service time in seconds during the hour
Calls Transferred	The number of ACD calls transferred and conferenced initiated by the agent during the interval.
Conformance %	Conformance is the percentage of time in the interval an agent works the right amount of time regardless of the time of day the agent works. Schedule conformance does not take arrival and departure times into account. For example, an agent who is scheduled to work from 8:00 AM to 4:00 PM but instead works from 10:00 AM to 6:00 PM would be conforming, but not adhering, to the schedule. This information is available for agents who have productivity data. Conformance is calculated according to the following formula: Conformance % = (A ÷ B) × 100 Where: A = Total time during the interval the agent is in service, whether or not the agent is scheduled to be in service B = Total time during the interval the agent is scheduled to be in service, whether or not the agent is actually in service
Date	The date of the reported information.
Employee ID	The agent’s employee ID number.
Occupancy %	The percentage of time in the interval the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in and ready to handle contacts during the interval. Occupancy % = A ÷ B Where: A = Total handle time for handled contacts B = Total In Service time
Total Handle Time	The actual total ACD contact handling time (cross intervals) in seconds for the agent or service queue in the interval. This includes talk, hold, and work time. Total handle time = Talk time + Hold time + Work time
Total Hold Time	Actual total hold time (across intervals) in seconds for the agent, including hold time for transfers and conferences during the interval.
Total In-Service Time	Total in-service time (within the interval) is the total time, in seconds, that the agent was in a state ready to take an ACD contact or was handling an ACD contact during the interval. In Service time = Talk time + Hold time + Work time + Reserved time + Ready time
Total Login Time	The total login time (within the interval) in seconds for the agent during the interval. In session time = Talk time + Hold time + Work time + Reserved time + Ready time + Not Ready time + Other time
Total Not Ready Time	Total not ready time (within the interval) is the total time in seconds the agent was in the Not Ready agent state during the interval.
Total Ready Time	Total ready time (within the interval) is the total time in seconds the agent was in the Ready agent state during the interval.
Total Talk Time	Actual total talk time (across intervals) the agent was on ACD contacts. The time runs from when the agent answers an ACD contact until when the agent disconnects the contact, and does not include hold time.
Total Work Time	Actual total work time (cross interval) in seconds for the agent.
Utilization %	Utilization percentage is the percentage of time the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in during the interval. Utilization % = A ÷ B Where: A = Total handle time for handled contacts (total reported by the ACD) B = Total in session (login) time (total reported by the ACD)