The Self-Monitoring - Time Call Report is used to track and analyze the time spent on calls by agents in a contact center. It helps agents monitor their performance by providing insights into key metrics like occupancy , utilization, and time spent in specific statuses, allowing for improved self-management and performance evaluation.

Scenarios in which Self Monitoring-Time Card Reports are used

1. Agent Performance Tracking: Agents and supervisors can track key metrics like occupancy , utilization, time spent in a particular status, and logged time.

2. Identifying Bottlenecks: The report helps identify areas where excessive time is spent (e.g., on a particular status, time spent in resolving a ticket, etc.), allowing for quick resolution of inefficiencies.

3. Real-time Monitoring: Agents can self-monitor their call times in real-time, ensuring they stay within optimal time limits for improved productivity.

Dashboard Sections

Let’s deep dive into the dashboard sections:

• Occupancy Details: The Occupancy and Utilization Report provides insights into agent productivity. Occupancy tracks the percentage of time agents spend handling calls or related tasks, while Utilization measures the proportion of time spent on productive activities versus idle time. By analyzing these metrics, managers can optimize staffing, improve efficiency, and ensure agents are fully engaged and productive during their shifts.

• Login Details: The Login Details report offers a detailed overview of an agent's login and logout times, along with the total duration of their login sessions, providing valuable insights into their work hours and activity patterns.

• Status Change Details: The Status Change Detail Report provides a comprehensive overview of an agent's status history, including the status assign time, the status remove time, the current agent status, and the total time spent in each status. This report helps track agent availability, activity patterns, and time management across different work statuses.