How to read the User Time Sheet

The User Time Sheet answers a narrow but common question: where did one agent's hours go on one day? It shows the login, logout, and call-summary time details for a single user for a single day. When a supervisor asks why someone's numbers look off for Tuesday, this is the report you open first.

What it covers

You pick one agent and one day. The report then lays out that person's login and logout times alongside a summary of their call time for that day. Because it is scoped tight — one user, one date — it loads the full picture without the noise of a whole team. On a busy system with a deep call history it can take a moment to build, so give it a few seconds before you assume nothing happened.

The login and logout entries are the agent's Agent session for the day. The call summary rolls up the time spent in calls, which is the raw material behind that agent's Talk time. Read together they show you the shape of the shift: when the person started, when they stopped, and how much of the gap was real phone work.

How the times line up

An agent can log in and out of the dialer more than once in a day — a lunch break, a dropped connection, a reset. The Time Sheet shows each of those segments, so you read it top to bottom as a sequence of sessions rather than one block. The call summary tells you how much of that total was spent talking versus idle, which is the start of an Occupancy read for the day.

Reading top to bottom matters because the gaps between segments are where the story usually hides. A long stretch with no login segment in the middle of a shift is unexplained idle time. Two logins a minute apart point at a flaky connection rather than a missing person. The call-summary line next to each session lets you tell the difference: a session with real call time was productive even if it was short, while a long session with almost no call time is the one worth asking about. Because the report is pinned to one user and one day, you can trust that every line belongs to the same person and the same shift, with nothing bleeding in from a neighbouring date.

stateDiagram-v2
  [*] --> LoggedIn
  LoggedIn --> OnCall
  OnCall --> Wrapup
  Wrapup --> LoggedIn
  LoggedIn --> LoggedOut
  LoggedOut --> LoggedIn
  LoggedOut --> [*]

When to reach for it

Use the User Time Sheet for the single-agent, single-day deep read. It is not the tool for trends across a team or a week — for that you want a broader pull. But for a payroll dispute, an attendance check, or a quick look at whether someone's Wrap-up time is eating their day, it is the cleanest view. Compare the dialer session shown here against the shift recorded on the Timeclock and you can spot Shrinkage for that one person, the slice of paid time that never turned into a dial-ready Status (lead status).

The report exports to a spreadsheet-friendly text file through the DOWNLOAD link, so a single day's sheet drops straight into a payroll or audit workbook. For where this sits among the other per-agent reports, read our guide to VICIdial reports, and for the minute-by-minute version of the same day see the Agent Time Detail report.

VICIfast spins up a tuned VICIdial box with attendance reporting ready to go in under 40 seconds — see pricing.