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mkeaton's avatar
mkeaton
Frequent Contributor
4 years ago
Status:
Delivered

Analytics - Pause Reasons by Agent

Currently the agent can select a reason they are pausing yet as a supervisor I cant see any breakdown of those options, so why have them? The only good this does if the supervisor is watching the que...
Administration & Configuration
KateG's avatar
KateG
GoTo Manager
3 months ago

Pause Detail and Productivity Reporting is now available in Contact Center 

Supervisors and team leads can now see who’s on time, how agents spend their day, and where pause time is used—then export it in clicks. This release adds flattened per‑agent productivity and pause‑reason reporting on the Agent Performance board, built on our unified agent state model and shipping alongside the concurrently releasing Agent Activity Timeline.

KEY DETAILS 

Two new widgets “Pause Usage” and “Productivity” replace “Utilization and pause time by agent.”

  • Metrics & KPIs:
    • Pause reasons, Total pause time, Pause count, Longest pause duration
    • Logged In, Available, Working (Talk/Hold/Wrap), Paused
    • Utilization % and Occupancy %
  • Filters & Exports:
    • Agent, queue, date range, and on‑card Pause Reason filter (single/multiple)
    • CSV exports
  • Chart interactions:
    • Pause Usage chart shows durations, frequency, and outliers; responds to global filters and the Pause Reason subfilter. Standard sorting, column customization, pagination, and tooltips
  • Data model unlocks more granular view into the agent’s day:
    • “Working” provides a precise measure of time spent on inbound queue calls
    •  “Available” is now logged in time that’s not Paused or Working.
  • Removed data point, no longer available:
    • “Daily pause avg per queue” (non‑inflated model makes it obsolete)
  • Data cutoff date: September 1
    • Date range entirely before Sept 1: legacy datapoints in the new UI; missing fields are blank
    • Date range that spans Sept 1: legacy datapoints across the range for consistency; pre‑cutoff fields remain blank
    • Date range entirely after Sept 1: full new datapoints; new export formats available
  • Scheduled reports:
    • If a run’s start date is before September 1, it won’t generate
    • Relative ranges (e.g., “Last month”) begin generating automatically once the range starts after Sept 1
    • Applies to URL links and CSV exports

 

For more information on Agent performance board, see this help article.