Productivity displays a thorough breakdown of each team member’s stats - total session time, inbound calls handled, outbound calls made, and more. It shows you how your users are utilizing their time while logged in, helping you evaluate their overall efficiency.
Productivity Report Metrics
|Conversations||Total number of conversations.|
|Session Duration||Total Session duration for particular time range|
|Avg. wait||Avg. Wait Duration for customers|
|AHT||Avg. Handling Time (Call Duration + Wrapup)|
|ACD||Avg. time spent by agent on outbound calls|
|ACW||Avg. time spent by agent on post call wrap-up|
|Avg. Away time||Avg. duration for which agent was on away|
Below the summary graph, you can see agent breakdown. with additional metrics like queue calls take and number of outbound calls made.
Manager/Admin can export Productivity, Session and Away Breakdown by clicking on export button.
User can see away breakdown of particular agent by simply clicking on away time of that agent.