- Reporting Reference Guide Introduction
- AudienceAccess to Reports and Records
- General Information About Access to Reports and Records
- Report Generation
- Scheduling ReportsInteraction Records
- Interaction Records Search
- Search Criteria
- Search Results
- Global Interaction IdentifierQuality Management
- General Information About Quality Management
- Call Recordings
- Chat Transcripts
- Email Messages
- Screen RecordingsAgent Timeline
- Agent Activity Search Detail Reports
- General Information About Detail Reports
- Agent Activity Report
- Agent Activity CSV Report
- Call Detail Report
- Call Detail CSV Report
- Email Detail Report
- Internal Chats ReportAggregate Reports
- General Information About Aggregate Reports
- Agent Email Report
- Agent Login/Logout Report
- Agent Performance Report
- Agent Time Allocation Report
- Campaign in Time Report
- Monthly Concurrent Users Report
- Dispositions in Time Report
- Email Service Report
- Intra-Team by Service Report
- Intra-Team Performance Report
- Requested Skills Report
- Scenario Block Disconnects Report
- Scenario Block Frequency Report
- Service in Time Report
- Service Metrics Report
- Service Staffing and Overflow Report
- Team Email Report
- Team Operation Quality Report
- Team Performance Report
- Telemarketing Compliance Report
- Virtual Queue (Callback) ReportCarrier Usage
- Current Usage ReportsPatterns
- Customer Conversation Patterns ReportCampaign Results
- Detailed Format
- Simple FormatRecordings Details
- Recordings Details FormatReal-time Metrics
- Information About Real-Time Metrics
- List of All Real-Time Metrics
Agent Time Allocation Report
The Agent Time Allocation report shows how much time agents of selected teams spent in various activities relative to the total logon time within the reporting interval.
This report applies to agents handling interactions of all supported media types. Note, however, that this report does not take into account the Omni-Channel Routing capacity configuration for media-blended environments. All metrics in this report are based on the traditional agent state model, where the agent is deemed Ready as long as the agent does not handle any interactions at all, and becomes 100% Busy as soon as the agent begins handling an interaction of any media type. For more information about the traditional agent state model, see section Understanding and Handling Your States of the Bright Pattern Contact Center Agent Guide.
The metrics of this report are organized into columns, which are described as follows in the order in which they appear in the report.
Total Logon Time
Total Logon Time is the total time that the agent was logged on during the reporting interval.
Total Working Time
Total Working Time is the total time that the agent was either handling calls (including after call work) and ready to handle calls.
Occupancy % is the percentage of time that the agent spent handling calls (including after call work) relative to the total working time (i.e., handling calls and being ready to handle calls).
Busy (Inbound) %
Busy (Inbound) % is the percentage of time that the agent was engaged in inbound calls relative to the total logon time. This metric includes hold times but does not include ringing time or after call work time.
Busy (Outbound) %
Busy (Outbound) % is the percentage of time that the agent was engaged in outbound calls (including campaign calls) relative to total logon time. This metric includes dialing time and hold times but does not include after call work time.
Average Ringing Time
Average Ringing Time is the average time that the agent’s phone was ringing before calls were answered, abandoned, rejected, or timed out due to no answer. It also includes dialing time for non-campaign outbound calls.
After Call Work %
After Call Work % is the percentage of time that the agent spent doing after call work relative to the total logon time.
Ready % is the percentage of time that the agent was Ready relative to the total logon time.
All NR %
All NR % is the percentage of time that the agent was Not Ready for any reason relative to the total logon time.
Lunch NR %
Lunch NR % is the percentage of time that the agent was Not Ready for reason "Lunch" relative to the total logon time.
No answer NR %
No answer NR % is the percentage of time that the agent was in the forced Not Ready state after failing to answer an alerting service call relative to the total logon time.