Introduction

The report "3. Auxiliary Times by Agent" from the "Agents" report group allows you to see, for each agent, how much time they accumulated in each auxiliary state (e.g., break, lunch, training, meetings, or other custom states). It is key for controlling adherence, validating correct use of auxiliary states, detecting excess non-productive time, and supporting WFM/operational decisions (sizing, break rules, disciplinary follow-up, and improvement opportunities).

Report Information

• AGENT_ID: Internal agent identifier in the platform. Used for traceability and cross-referencing with other reports (e.g., times by state, login/logout, productivity, campaigns), especially when there are repeated names or changes in the visible name.
• AGENT_DNI: Agent's document/identification. Used for auditing and administrative reconciliations, and helps validate that the report record corresponds to the correct person.
• AGENT_NAME: Visible name of the agent in the operation. It is the operational reference for supervisors and leaders when analyzing who accumulated auxiliary times and for which concepts.
• AUX_STATE: Name of the auxiliary state in which the agent accumulated time. This is not a universal predefined list, as these auxiliary states depend on the configuration of auxiliary states in each operation.
• TIME: Total time accumulated by the agent in that auxiliary state, in hh:mm:ss format. Used to measure auxiliary consumption, compare against internal policies (e.g., break/lunch limits), identify deviations, and explain drops in availability or occupancy when the agent was "out of queue" for extended periods.

Operational Note: In the body of the report, you will see rows for each auxiliary state and, below, a TOTAL row per agent that consolidates the accumulated auxiliary time in the analyzed period.