The Agent Interval Status Performance Report shows how long agents spend in each status during the day, broken down into 15-minute, 30-minute, or 1-hour intervals.
Menu path: Reporting > General > Agent > Agent Interval Status Performance Report
Purpose and features
The Agent Interval Status Performance Report lets you track agents' status durations at 15-minute, 30-minute, and 1-hour intervals. This provides a detailed measurement of how long agents spend in each status throughout the day.
Key features of the report:
A maximum 1-month data range can be retrieved.
Same-day reports cannot be generated; the data is only available after the day ends.
Status durations are logged when an agent exits a status. If the agent remains in a status until the reporting date, that duration does not appear in the report. However, once the agent logs out at the end of the day, all durations are automatically recorded.
The report provides separate columns for the different statuses (Available, Ringing, Dialing, Talking, Chat, After Call Work, Wrap-Up, Break, Lunch, Meeting, Training, Conference, Back Office, Hold Time, Not Answering, Preview, Preview Available, Preview Wrap-Up, Custom Status, etc.).
Each interval includes a Total Duration column.
Benefits
This report helps you improve operational efficiency and simplify team management:
Performance monitoring: Managers can analyze how agents allocate their time across the different statuses, enabling productivity evaluations.
Operational planning: By monitoring breaks, meetings, training sessions, and back-office tasks, workforce and schedule planning can be optimized.
Quality and process improvement: After Call Work, wrap-up, and hold times can be analyzed to identify opportunities for process improvements.
Flexibility: With different interval options (15 minutes, 30 minutes, 1 hour), the report provides analysis at the desired level of detail.
Setup and usage
You can generate the report by selecting the date range and interval you need with the report filters. The report output gives operations managers detailed insight into how agents' time is distributed across statuses.
Go to Reporting > General > Agent > Agent Interval Status Performance Report.
Click Create to display the available filters.
Select the desired filters:
Agents
Start Date & Finish Date
Interval (15 minutes, 30 minutes, 1 hour)
Start Time & Finish Time
Duration Unit (Seconds, Minutes, Time)
Click Create again to generate the report.
Click Download to download the generated report.
Example report output
An example of the report output is shown below.
