The Agent Productivity Report helps you understand how your agents spend their time—so you can spot trends, reduce downtime, and optimize team performance. Whether you're tracking breaks, monitoring occupancy rates, or reviewing productivity percentages, this out-of-the-box report offers clear visibility into key contact center metrics.
Let’s dive into the details.
Who can use this
The Agent Productivity Report supports Voice and Digital Contact Center channels and can be used by Contact Center Admins and Supervisors.
This feature is currently in an Early Adopter Program, please contact your Customer Success Manager if you’d like to join.
Access the Agent Productivity Report
To access the Agent Productivity Report, go to the Dialpad Admin Portal.
Select Analytics
Select Reports
Filter by Contact Center(s) and timeframe
Here, you’ll see aggregated data based on your filters and a leaderboard that shows agent-level insight such as time spent in different states, break patterns, and key productivity metrics.
Agent Productivity Report Filters
The Agent Productivity Report lets you customize your report with unique filters for Digital Contact Centers, Voice Contact Centers and agent performance.
Filters for Voice Contact Centers
The Agent Productivity Report offers the following filters for Voice Contact Centers.
Filter | Definition | Formula |
|---|---|---|
Occupied | The total time the agent spent handling voice interactions. | Occupied time = 'Occupied' + 'Wrap up' |
Unavailable | The total time an agent was marked as 'Unavailable'. | Unavailable Time = Busy Time + Breaks + Missed Calls Aggregation: Break: 0h 25m 34s (12%) |
Available | The total time spent in the 'Available' status, in the selected contact centers and date range. | |
Occupancy rate | Total agent occupied time vs. idle time in selected contact center and date range. | Occupancy rate = (Occupied time + wrap up + digital occupied + other contact center occupied) / (Above Total + Idle Time) x 100 |
Occupied by other CC | Total agent handling time in other contact centers (excluding selected). | Occupied by other contact center = 'Occupied' + 'Wrap up' Aggregation: |
Avg handle time | Average time spent handling a call, from ringing to wrap up work. | Average handle time: (total call duration + total wrap up) / total inbound and outbound connected calls |
Filters for Digital Contact Centers
The Agent Productivity Report offers the following filters for Digital Contact Centers.
Filter | Definition | Formula |
|---|---|---|
Occupied | The total time agents spend in the 'Occupied' status. | |
Unavailable | The total time an agent was marked as 'Unavailable'. | Unavailable Time = Busy Time + Breaks + Missed Calls
|
Available | The total time spent in the 'Available' status, in the selected contact centers and date range. | |
Occupancy rate | Total agent occupied time vs. idle time in selected contact center and date range. | Occupancy rate = (Occupied time + wrap up + digital occupied + other contact center occupied) / (Above Total + Idle Time) x 100 |
Occupied by other CC | Total agent handling time in other contact centers (excluding selected). | Occupied by other contact center = 'Occupied' + 'Wrap up' Aggregation: |
Avg resolution time | Average handling time per customer interaction handled by human-agent. | Average Resolution Time = Total resolution time ÷ Total customer sessions handled by human agent Aggregation: |
Filters for Voice and Digital Contact Centers
The Agent Productivity Report offers the following filters for Voice and Digital Contact Centers.
Filter | Definition | Formula |
|---|---|---|
Occupied | The total time agents spend in the 'Occupied' status. | Aggregation: |
Unavailable | The total time an agent was marked as 'Unavailable'. | Unavailable Time = Busy Time + Breaks + Missed Calls
|
Available | The total time spent in the 'Available' status, in the selected contact centers and date range. | |
Occupancy rate | Total agent occupied time vs. idle time in selected contact center and date range. | Occupancy rate = (Occupied time + wrap up + digital occupied + other contact center occupied) / (Above Total + Idle Time) x 100 |
Occupied by other CC | Total agent handling time in other contact centers (excluding the selected) . | Occupied by other contact center = Time in ‘Occupied’ + ‘Wrap-Up’ across other contact centers Aggregation: |
Avg resolution time | Average handling time per customer interaction handled by human-agent. | Average Resolution Time = Total resolution time ÷ Total customer sessions handled by human agent Aggregation: |
Customer interaction by human agent | Customer sessions handled by human agents. | Aggregation: WhatsApp: 24 Webchat:8 Email: 7 Instagram: 3 Facebook:4 |
Agent leaderboard
The agent leaderboard helps you spot top performers and understand how agents spend their time. You can see key metrics like total interactions handled, time spent in an available state, and more.
To customize the leaderboard, select Edit, then use the eye icon to hide or show specific metrics. To sort the leaderboard by a particular metric, select the down arrow in that column header.
Notes on leaderboard metrics
The percentage shown in the Available Time, Unavailable Time and Wrap Up % columns is calculated based on the agent’s total login time.
Occupancy Rate refers to the total time spent in an occupied or wrap up state.
The Productivity Rate refers to the percentage of time the agent spent in an occupied state vs their active login hours.
Frequently asked questions
How do average formulas work?
Avg formulas reflect only the days where the breaks/chats/calls happened.
Why don’t my aggregate percentages always equal 100%?
Due to slight rounding errors, you might notice the total of available, unavailable and occupied will be 99.7% and not 100%.
Why did my group filter selection change?
If you navigate away from your report and return, you’ll need to reset the group filter.
If a call is transferred, does it count as one interaction or two?
At the Contact Center level, each customer interaction is counted once—even if it was transferred between agents.
At the agent level, total interactions may appear higher because each agent involved in a transferred conversation is credited with one interaction.
Can I export the Agent Productivity Report?
Not yet, but export functionality is coming soon.
How can I share my feedback?
A huge part of the Early Adopter process is getting your feedback on what’s working and what needs more attention before we publicly launch the feature.
To provide feedback, please reach out to our Customer Care team or your Customer Success Manager.
Please note that we may use your responses in marketing promotions for the product launch (don’t worry, we will ask for approval before doing so).