Introduction

The report "5. States by Hour and Agent" from the "Agents" report group allows you to analyze, hour by hour (0–23) and for each agent, how many interactions they managed and how much time they spent in key operational states (e.g., ready, ringing, in conversation, or post-call). This is useful for understanding workload distribution, demand peaks, adherence, and actual use of time during the workday.

Report Information

• AGENT_ID: Agent identifier (internal ID). Used to segment analysis by individual and cross-reference with other reports or integrations that use the same ID.
• HOUR: Hour of the day in 0–23 format (default values: 0, 1, 2, ..., 23). Used to view behavior "by time slot" and detect peaks or dead hours.
• CALLS: Total calls/interactions counted for that agent in that hour. Serves as a quick indicator of volume handled during the time slot.
• INBOUND: Number of inbound calls handled/registered in that hour. Used to measure inbound load per agent and hour.
• OUTBOUND: Number of outbound calls registered in that hour. Used to monitor outbound productivity (e.g., manual dialing or outbound activities).
• INTERNAL: Number of internal calls registered in that hour. Used to identify time consumption due to internal coordination or communications between extensions.
• READY_TIME: Total time in ready/prepared state during that hour (hh:mm:ss format). Used to measure actual availability to receive calls in the time slot.
• INBOUND_TIME: Total time associated with inbound handling in that hour (hh:mm:ss format). Used to estimate effective dedication to inbound conversations.
• OUTBOUND_TIME: Total time associated with outbound handling in that hour (hh:mm:ss format). Used to estimate effective dedication to outbound conversations.
• ACW_TIME: Total time in ACW (After Call Work/post-call, coding, or closure) in that hour (hh:mm:ss format). Used to detect if post-call activities are consuming more time than expected.
• RING_TIME: Total time in RING (ringing/waiting for connection) in that hour (hh:mm:ss format). Used to identify connection delays, inefficient dialing, or failed attempts.
• LOGIN_TIME: Total logged-in time in that hour (hh:mm:ss format). Serves as a baseline for comparing against productive times and validating effective presence during the time slot.
• AHT: Average Handle Time (average handling time) calculated for the hour based on recorded activity. Used to monitor operational efficiency by time slot and detect deviations due to complexity or processes.
• OCCUPANCY: Occupancy percentage (%) of the agent in that hour, calculated from productive times versus available/logged-in time; may appear as "nan%" when there is insufficient data to calculate it (e.g., no logged-in time or no events). Used to measure saturation and workload balance.
• AUX_TIME: Total time in auxiliary states during that hour (hh:mm:ss format). Used to control pauses/auxiliaries and review adherence to break policies or custom states.