How to read the Agent Time Detail Report

The Agent Time Detail Report gathers every time-related metric for an Agent into one place. It starts from Timeclock clocked-in time and then breaks the working day into wait, talk, dispo, and pause, with all the paused time split out by code in a section on the far right. The point of the report is comparison: you can line up one agent's time next to another's and see where the hours actually go, instead of guessing from gut feel. You can also export the whole thing to a spreadsheet-capable .TXT file with the DOWNLOAD link if you want to chart it.

The headline columns

Two columns frame everything else on the report. TIME CLOCK is how long the agent has been clocked in for the day. AGENT TIME is the total time on the system, and it is simply WAIT plus TALK plus DISPO plus PAUSE. That formula is worth memorizing, because it is the sanity check for the whole row: if AGENT TIME is far smaller than TIME CLOCK, the agent was clocked in but not logged into a campaign for part of the shift, which is a coaching conversation rather than a dialer problem.

• WAIT: time the agent waits for a call to arrive. Consistently high WAIT usually points at the dialer feeding calls too slowly.
• TALK: time on a live call plus time in dead state, which is your effective Talk time.
• DISPO: time on the disposition screen choosing the call result, which is the agent's Wrap-up time.
• PAUSE: time the agent is in pause mode, covering states like LOGIN and LAGGED.

Pause codes and screen visibility

The far-right table breaks PAUSE down by Pause code so you can see why an agent was paused rather than just how long. LOGIN is the pause that happens when the agent goes straight from login into pause. LAGGED captures a network hiccup or similar interruption. ANDIAL triggers when the agent sits on the dispo screen longer than 1000 seconds, which is a strong signal the agent walked away. An empty code means the pause reason was simply left undefined.

Two more tallies round out the picture. VISIBLE measures how long the agent screen was actually on screen in the browser while the agent was logged in. HIDDEN measures how long it was tucked behind another tab or window. Together they tell you whether the agent was watching their queue or doing something else entirely.

How AGENT TIME adds up

Reading left to right, the agent clocks in, waits for a call, talks, disposes it, and any idle stretches land in pause. The four working buckets feed straight into the AGENT TIME total.

flowchart TD
  A[Clock in to timeclock] --> B[WAIT for a call]
  B --> C[TALK on the call]
  C --> D[DISPO the result]
  B --> E[PAUSE]
  B --> F[AGENT TIME]
  C --> F
  D --> F
  E --> F

For the meaning of each bucket in depth, read the column-by-column breakdown, and the reports overview shows where this report fits among the rest of your reporting.

This report and the whole reporting suite come standard on every managed VICIdial server we provision. See our pricing.