Last updated on Apr 6
4 min read
What is an Activities Report?
An Activities Report provides detailed information about an agent's login/logout times and productivity. With this feature, you can quickly generate a report to monitor an agent's total time away, session duration, and the type of breaks taken.
This report is useful for tracking and analyzing an agent's work habits, allowing you to identify areas where improvements can be made. By understanding how your team is spending their time, you can optimize your workflow and increase overall productivity.
Reports Available in the Activities Segment
The Activities Segment in Samespace provides access to several valuable reports to help you analyze and optimize your team's performance. The following reports are available:
- Agent Productivity
- Agent Session
- Away Breakdown
Let's take a closer look at each report and the information they provide:
This report provides insights into an agent's productivity, including the number of calls handled, average handle time, and other relevant metrics. This report can help you identify areas where your agents may need additional training or support. The Agent Productivity includes the following parameters:
|Agent Name||Displays the name of the agent associated with the data.|
|Session||The Session metric represents the total duration of the agent's active session.|
|Away Time||The Away Time metric displays the duration for which the agent was away from their desk or offline during their shift.|
|ACD||The ACD metric (Average Call Duration) provides the average length of time that an agent spends on a call with a customer.|
|ASA||The ASA metric (Average Speed to Answer) provides the average amount of time it takes for an agent to answer a phone call from a customer.|
|Avg. Hold Duration||The Avg. Hold Duration metric provides the average length of time that an agent puts a customer on hold during a call.|
|Avg. Ring Duration||The Avg. Ring Duration metric provides the average length of time that a phone rings before the agent answers the call.|
|Inbound Conversations||The Inbound Conversations metric represents the total number of incoming conversations that were handled by the agent.|
|Outbound Conversations||The Outbound Conversations metric represents the total number of outgoing conversations that were handled by the agent.|
Note: The report can be filtered based on channel, direction, team, and agent
The Agent Session report provides detailed information about an agent's login and logout times, as well as session duration. This report can help you monitor attendance and identify any patterns or issues related to agents' work habits. The Agent Session includes the following parameters
|Agent Name||Displays the name of the agent.|
|Login Date||displays the date when the agent logged in to the dock.|
|Login Time||Displays the time when the agent logged in the dock|
|Logout Date||Displays the date when the agent logged out|
|Logout Time||Displays the time when the agent logged out from the dock|
|Logout Reason||Displays the reason why the agent logged out. The logout reason could be Agent logout, Force logged out by a manager/admin/supervisor or Logout due to network loss|
|Logout By||Displays the name of the user who logged the agent out|
|Session Time||Displays the overall duration of the agent's session.|
Note: The exported version of the report has an extra parameter session ID and agent ID. The report can be filtered based on logout reason, logout by time, and agent.
The Away Breakdown report displays the total amount of time an agent spent on breaks, including the duration and type of each break. This report can help you identify trends related to break times and ensure that agents are taking appropriate breaks throughout their workday.
|Agent Name||Displays the name of the agent|
|Away Reason||The reason given for the time spent not calling|
|Away Duration||The time duration for which the agent was away|
Note: The report can be filtered by away duration
By utilizing the Activities Report, you can gain valuable insights into your team's performance and make data-driven decisions to improve your business operations.