Agent Productivity Reporting
The productivity report shows how each person’s time was spent — logged in, available, busy, away, in wrap-up and in cool-down — and how they handled the offers they received. In the app it is called User productivity. This guide covers running it, reading each column, exporting it, and adding its widgets to a dashboard.
Included on the Professional and Enterprise plans. You need the reports:view permission. On a plan without it, the tab explains that it is not included.
Running the Report
- Open Workspace > Reports and choose the User productivity tab.
- Set Start Date and End Date (at most 62 days apart).
- Choose Group by: Day or Shift.
- Optionally narrow it with Team (Optional) and User (Optional), and turn on Include AI agents to add rows for AI workers.
- Click Run report.
Days and shifts are cut by calendar day in each user’s team schedule time zone, shown on the column’s tooltip. Shift rows cover the same periods as Day rows and are labelled as shifts.
Reading the Columns
| Column | What it means |
|---|---|
| User | The person’s name. |
| Day / Shift | The period the row covers. |
| Logged in | Available + Busy + Away, exactly. |
| Available | Time in an available status, ready for offers. |
| Busy | Time working conversations, including wrap-up. |
| Away | Time away, broken down by status label (for example Break), plus a Cool-down line. Time a user is Available while in a cool-down counts here, not as available. |
| Wrap-up | The wrap-up part of Busy, shown on its own. |
| Cool-downs | How many cool-downs started in the period. |
| Cool-down time | The part of each cool-down that fell inside the period. |
| Offers | Offers received / accepted / declined. |
| Occupancy | Busy ÷ (Available + Busy), as a percentage; “-” when both are zero. |
What a real shift looks like
Suppose a user takes a short Break, then a cool-down they end early, then declines one offer and accepts the next. Re-running the report shows the break under Away, one more Cool-down with its time, and offers received up by two, accepted up by one and declined up by one.
Exporting
- With the report set up, choose a Format: CSV, Excel, or PDF.
- Click Export. The message “Export started” confirms it is being prepared.
- Download the file from the Reports tab when it is ready (see Reporting & Dashboards).
Dashboard Widgets
Two widgets put the same figures on a dashboard, for supervisors and admins:
- User Occupancy — a single figure: occupancy over the chosen range, compared with the previous period of the same length.
- User Productivity — a table per user of logged-in, available, busy, away and wrap-up time, cool-downs, offers accepted and declined, and occupancy.
Add them from the dashboard’s Customize mode, using the Widget Catalog. They refresh every five minutes.
Related Documentation
- Agent Cool-Down — the breaks counted in this report.
- Reporting & Dashboards — the other reports and the dashboard.
- Team Management — user statuses, which become the Away breakdown.