Agent performance

An agent performance report is the per-person scorecard for a shift, a day, or a month. It lines up every agent in one table and shows how they spent their time: calls handled, total talk time, time in wrap up, time paused, and outcomes like sales or appointments. Supervisors use it to coach the people who are struggling, recognize the people who are excelling, and spot patterns the live screen moves too fast to catch.

The pause breakdown is often the most useful part. Reading pause code totals tells you whether an agent's idle time was lunch, training, or unexplained, which is the difference between a coaching conversation and a scheduling fix. Pair that with occupancy to see how much of their logged-in time was actually productive versus sitting in a paused state waiting for something to do.

Comparing fairly

The trap is comparing agents who are not really comparable. Someone on a fresh lead list will outscore someone working recycled leads, and a hard campaign carries a higher average handle time by nature. Always group like with like, and look at quality numbers such as conversion rate and first call resolution beside raw activity, or you reward the fastest talker rather than the best agent and teach the floor exactly the wrong lesson.

This report is the historical companion to the live real time report: one shows the shift as it happened in detail, the other shows you how it turned out once the dust settled. Use it to set realistic targets, to find your top performers' habits worth teaching to everyone else, and to have specific, evidence-backed conversations instead of vague ones about working harder.

Use a long enough window to be fair. One bad day on a tough lead list does not define an agent, so look at a week or a month before drawing conclusions, and watch trends rather than single rows. A steady climb in conversion rate over a month tells you coaching is landing; a one-off spike could just be luck or a particularly good batch of leads that nobody on the team controlled.