Team Productivity

Team productivity report is located under the Reports tab, it shows the agent sessions in the Online (= not Offline) state for the selected period of time as well as gives details on the time agents spent in various statuses.

You can specify the time period to show the sessions for, as well as filter the displayed sessions by employee. 

You can also select the columns to show in the reports, including the following: 

• Session duration in period: how long the agent spent in the Online state.
• Available: the time spent in the Available status.
• Outbound calls only: the time spent in the Outbound calls only status.
• On a call: the time spent in the On a call status.
• Wrap-up: the time spent in the Wrap-up status.
• Do not disturb: the time spent in the Do not disturb status.