Reports > Call Center Reports > Agent Productivity Report
This report shows you, by agent, productivity metrics. Each clickable hyperlink allows you to review exact time spent by an agent in any of the given statuses. You have the option of viewing this as straight time or percentages. Below are definitions of each column in the report:
- Uptime — amount of time logged into HUB.
- Occupancy — total percentage of Available Time spent In a Call and in Wrap Up statuses(elapsed time between call disconnect and a call result being selected by the agent).
- Available — total percentage of Uptime spent either in Ready, In a Call, or Wrap statuses.
- Ready — percentage of Total Available Time spent in Ready status
- In a Call — percentage of Total Available Time spent in In a Call status
- Wrap Up — percentage of Total Available Time spent in Wrap Up status (the elapsed time between call disconnect and a call result being selected by the agent)
- Unavailable — total percentage of Uptime spent in either Away, Project, Break, Meeting, Coaching or Training statuses
- Away — percentage of Total Unavailable Time spent in Away status
- Project — percentage of Total Unavailable Time spent in Project status
- Break -- percentage of Total Unavailable Time spent in time in Break status
- Lunch — percentage of time spent in time in Lunch status
- Training — percentage of Total Unavailable Time spent in Training status
- Coaching -- percentage of Total Unavailable Time spent in Coaching Status
- Meeting -- percentage of Total Unavailable Time spent in Meeting Status
- Roll Over No Answer (RONA) — percentage of Total Unavailable Time spent in the RONA status. This only occurs when an agent misses a call that was delivered to them while in the Ready status. Agents will automatically be put into a RONA status when this occurs
If you want to find the time stamps for the different statuses the agents are in, select anything in the agents row that is linked in blue. For example if you select the Uptime of an agent it will take you into a new report called the Agent Productivity Detail Report.
Once in the Agent Productivity Detail you can select all the statuses or specific statuses to know what the agent was set in during a time. You'll be able to change the date range as well as go to another agent. Select get Get Data when you make any changes.