Agent work time report lets you know how long your agents were actually calling customers and how long they spent on pause. The work time is counted right after the agent has logged into the Call Panel and chosen a project till he or she stopped calling and logged out of the Call Panel.
This is how to understand terms used in this report:
- Summary pause time (min) - the total pause time given in minutes, which means that all pauses taken by the agent will be displayed in this column;
- Summary worktime (min) - the total work time given in minutes, which means the time the agent actually was calling the customers;
- Pause 1, 2, 3.. - start and end times for each pause taken by the agent.
To know how long the agent was logged into the Call Panel, you need to sum up the values from the second and third columns.
The final appearance, name and number of columns in the report depends on the number of pauses taken by agent. If you generate the report for a specific data range, each day will appear in a separate tab.