Introduction

The "1. Agent Time by Status" report from the "Agents" report group allows you to see, for each agent, how much time was spent in the main operational states and how this reflects in key metrics such as AHT and occupancy. It is especially useful for operational auditing, productivity control, workload balancing, and analysis of state discipline.

Report Information

• AGENT_ID: Internal agent identifier in the platform.
• AGENT_DNI: Agent's document/identification (if configured in the operation).
• AGENT_NAME: Agent's name.
• CALLS: Total calls handled within the range.
• INBOUND: Total inbound (incoming) calls.
• OUTBOUND: Total outbound (outgoing) calls.
• INTERNAL: Total internal calls.
• READY_TIME: Total time the agent was in Ready/Available status (ready to receive calls).
• INBOUND_TIME: Total time spent handling inbound calls.
• OUTBOUND_TIME: Total time spent handling outbound calls.
• ACW_TIME: Total After Call Work time (post-call tasks).
• RING_TIME: Total ringing time (call ringing before being answered/handled).
• LOGIN_TIME: Total logged-in time (active session) during the range.
• AHT: Average Handle Time (average handling time according to the report logic).
• OCCUPANCY: Agent occupancy percentage (how much of their logged-in time was "occupied" in productive states according to the report configuration).
• AUX_TIME: Total time in auxiliary states (pauses, defined auxiliary activities).
• HITS: Number of effective contacts/management associated (typical in dialing/predictive scenarios; may show as 0 if not applicable).
• RPC: Right Party Contact (contact with the correct person) or equivalent contactability indicator, depending on campaign configuration; may show as 0 if not applicable.
• AHT_OUTBOUND: Specific average AHT for outbound calls (when applicable).
• AHT_INBOUND: Specific average AHT for inbound calls (when applicable).
• LOGIN: Date and time of session start (login record shown per row in the report).
• LOGOUT: Date and time of session end (logout record shown per row in the report).