Agent Performance- Time Card
Updated
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.