Introduction

The Agent Time Analysis Report provides supervisors with detailed insights into how agents allocate their time during their shifts. This report is essential for understanding the distribution of agent activity, including logon and logoff times, availability, and time spent on calls and after-call work (ACW).

Purpose of the Report

This report helps supervisors analyse time management and utilisation by agents within a specified period. By identifying how much time agents spend available, unavailable, or actively handling routed calls, supervisors can make informed decisions to optimise workforce management and productivity.

Key Elements of the Report

The report contains the following sections:

Header

Name of the Report: As defined during the report setup.

Original Report Type and Report Period: Specifies the type and the time frame of the report.

Selected Agents: Identifies the agents included in the report.

Report Period

Report Period: The time period covered by the report as selected during setup.

Per Agent Data

For each agent, the following data is displayed:

Agent Name: The short name of the agent.

Time Segments: Data is shown per time segment, including:

Logon Time: The first logon time recorded during the reporting period.

Logoff Time: The first logoff time recorded during the reporting period.

Time Available: Duration when the agent was logged on but not handling routed calls.

Not Available: Duration when the agent was marked as not available for calls.

Routed Call Time: Time spent actively handling routed calls.

ACW Time: Time spent on after-call work following routed calls.

Footer

Generation Date and Time: Timestamp when the report was created.

Use Case Example

A supervisor notices that an agent consistently has high not-available time compared to other team members. After examining the Agent Time Analysis Report, the supervisor identifies that the agent frequently takes extended breaks during peak call periods. The supervisor discusses the importance of availability during critical hours and works with the agent to plan breaks more effectively.

Conclusion

The Agent Time Analysis Report is a vital tool for evaluating how agents use their time throughout their shifts. Supervisors can leverage this data to enhance time management, reduce idle periods, and ensure efficient handling of customer interactions.