Agent Performance- Time Card

Updated 

1 month ago

An Agent Performance Time Card typically refers to a detailed record or report that tracks the performance of customer support agents or employees over a specific period. This report includes data related to the agent’s work hours, tasks completed, response times, customer interactions, and other relevant performance metrics.

Scenarios in which Agent Performance- Time Card are used:

  • Tracks agent login and logout times, providing supervisors with data on attendance and schedule adherence.

  • This report analyzes agent performance, focusing on time spent working, idle time, and efficiency. It helps supervisors optimize workflows, identify productivity gaps, and improve overall team performance.

  • This report tracks agent status changes (e.g., ready, not ready, break) and the time spent in each. It helps supervisors monitor time management and ensure agents are adhering to status protocols for better productivity.

Dashboard Sections

Let’s deep dive into the dashboard sections:

  • Login Logout Report: This section provides a detailed report on agent login trends, including comprehensive login and logout information. It includes key data such as agent ID, login timestamps, and logout timestamps, offering a thorough overview of agent activity and attendance patterns.

  • Occupancy Utilization: This section provides detailed information on key agent performance metrics, including occupancy, utilization percentage, ready and not ready time, idle time (both when not working and with no case assigned), logged-in time, and time spent working on cases.

  • Status Change Report: This section provides an end-to-end report on agent status, including time spent in each status, the time when a status was assigned and the time when a status was removed.

This section is divided into 2 reports:

  • Logged in Agent Trend: A Logged-in Agent Trend refers to the tracking and analysis of the number of agents (users) actively logged into a system over a specific time period. This trend helps monitor the fluctuation in agent activity, typically shown over different time intervals such as hours, days, or weeks. It provides insights into peak login times, agent availability, and system usage patterns, which can help optimize staffing, performance, and resource management.

  • Detailed Login Logout Report: A detailed login and logout report tracks user login and logout activities, including timestamps, session duration, user IDs.

    Let’s have a look at various metrics of the Detailed Login Logout Report:

    Metric 

    Description

    Agent

    Depicts the Sprinklr user for whom the report is being generated.

    Agent ID

    Agent ID depicts a unique ID of the agent for whom the report is getting generated.

    Logged In Time

    Measures the total time the agent is logged in to the system.

    Logged In Time Stamp

    Depicts the date and timestamp when the agent logs in to the system.

    Logout Time Stamp

    Depicts the date and timestamp when the agent logs out of the system.

Let’s have a look at the various metrics and dimensions of Occupancy and Utilization Report:

Metrics 

Dimension 

Occupancy % 

The percentage of time an agent spends handling ACD conversations is calculated by dividing the time spent in Ready status with an assigned case by the total Ready Time, then multiplying by 100. It reflects the agent's efficiency during available periods. 

Utilization % 

The percentage of time an agent spends handling tasks is calculated by dividing the time spent in statuses like Interacting, Idle, and Not Responding by the total Login time. This metric reflects the proportion of an agent's login time spent actively engaged in work. 

Ready Time 

The time spent in agent statuses where a case was assigned to them during the specified period is calculated based on the sum of agent statuses as configured in the "Service Settings" screen. This includes all relevant statuses except Ready, reflecting the actual time an agent spends handling assigned cases. 

 

Not Ready Time 

The time spent in any status other than Offline and Ready during the specified period reflects the duration an agent is actively engaged in work or available to handle tasks, excluding periods when they are offline or in a ready state. 

Idle Time- Not Working 

It depicts agents status in ready, but didnt have any case opened on care console irrespective of the cases assigned to them. 

Idle Time- No Case Assigned 

Depicts agent in ready status where no case is assigned to the agent. 

Logged in Time 

It measures the total time the agent is logged in. 

Time spent working on cases  

The amount of time an agent spends working on a case while the agent console or third pane is open. This time can be filtered by agent status, allowing for more specific analysis of the agent's active work periods. 

Let’s have a look at the various metrics and dimensions of the Status Change Report:

Metrics 

Description 

Time in Status 

Measures the time spent in a given status. 

Status Assign Time 

Measures the timestamp when an agent moved into a particular status. 

Status Remove Time 

Measures the timestamp when an agent moved out of a particular status. 

 

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