Introduction

The report "8. Agent States - Hour by Hour" from the "Agents" report group allows you to see, for each agent and for each hour of the day, how many interactions they managed and how much time they accumulated in the main operational states (ready, in conversation for inbound/outbound calls, ringing, ACW, auxiliary, and total session time). It is especially useful for auditing productivity by time slots, identifying peak/off-peak loads, and detecting imbalances in occupancy or connection habits.

Report Information

• DATE: Date of the record (numeric format like YYYYMMDD). Used to segment and audit behavior by day, especially when the range includes multiple dates.
• HOUR: Hour of the reported block (HH:00 format, e.g., 10:00, 11:00). Used for intraday analysis: comparing agent performance and states hour by hour.
• AGENT_ID: Unique agent identifier in the platform. Used for traceability and cross-referencing with other reports where the agent is referenced by ID.
• AGENT_DNI: Document/identification configured for the agent (when applicable). Used for administrative auditing and internal validations (e.g., payroll, shifts, or access control).
• AGENT_NAME: Name of the agent. Used for quick reading of the report and operational analysis without relying on the ID.
• CALLS: Total voice calls/interactions recorded in that hour for that agent (numeric value). Used to measure volume managed per time slot.
• INBOUND: Number of inbound calls handled in that hour (numeric value). Used to understand the actual inbound load managed by the agent during the period.
• OUTBOUND: Number of outbound calls made in that hour (numeric value). Used to monitor outbound productivity per hour (campaigns, manual management, etc.).
• INTERNAL: Number of internal calls in that hour (numeric value). Used to monitor time consumption/activity in internal communications and their impact on customer service.
• READY_TIME: Time accumulated in READY state (ready/available) within that hour (hh:mm:ss format). Used to measure actual availability and detect hours with excess idle time.
• INBOUND_TIME: Time accumulated in handling inbound calls within that hour (hh:mm:ss format). Used to gauge the effort spent on inbound conversations.
• OUTBOUND_TIME: Time accumulated in handling outbound calls within that hour (hh:mm:ss format). Used to measure effective dedication to outbound management.
• ACW_TIME: Time accumulated in ACW (After Call Work/coding or post-interaction tasks) within that hour (hh:mm:ss format). Used to identify if post-call activities are consuming more time than expected.
• RING_TIME: Time accumulated in RING (ringing/waiting associated with call establishment) within that hour (hh:mm:ss format). Used to detect dialing friction (e.g., unanswered attempts) or establishment latencies.
• LOGIN_TIME: Total time the agent was logged in within that hour (hh:mm:ss format). Serves as a baseline for contrasting availability vs. productive time (and validating shift compliance by blocks).
• AHT: Average Handle Time (average handling time per interaction) calculated for that hour (hh:mm:ss format). Used to see if the agent had longer or shorter interactions than usual during a time slot.
• OCCUPANCY: Occupancy percentage in that hour (%). Used to identify saturation or low load: hours with high occupancy suggest more time in conversation/management; hours with low occupancy suggest more availability, breaks, or low demand.
• AUX_TIME: Time accumulated in AUX states (auxiliary/breaks) within that hour (hh:mm:ss format). Used to control the use of breaks and their impact on availability, and to detect patterns (e.g., breaks concentrated in certain hours).