The overall productivity report has the following columns

  1. Users
  2. Start Times
  3. End Times
  4. Effective Working Hours
  5. Total Calls
  6. Connected Calls
  7. Average Talk Times
  8. Conversions
  9. Time In Call Q
  10. Team


The following sections explain the meaning of each column in the report


Users:

The list of each user on your team. 


Start Times:

The first time in the day a user performs one of the following activities

  1. Make an outgoing call
  2. Receive and talk on an incoming call
  3. Send an SMS
  4. Receive an SMS
  5. Add a note
  6. Add an event


End Times:

The last time in the day a user performs one of the following activities

  1. Make an outgoing call
  2. Receive and talk on an incoming call
  3. Send an SMS
  4. Receive an SMS
  5. Add a note
  6. Add an event


Effective Working Hours:

The effective time spent performing any of the following activities

  1. Make an outgoing call
  2. Receive and talk on an incoming call
  3. Send an SMS
  4. Receive an SMS
  5. Add a note
  6. Add an event
Note: The user gets a 4 minute grace time between two successive tasks.


Total Calls:

The total calls made by a user on that day.


Connected Calls:

The number of calls in which the user actually spoke to a person.


Average Talk Times:

The average time spent talking on each connected call.


Conversions:

A conversion is a measure of success for each user/caller. It is the number of people each caller could "convince". Depending on your customer lifecycle, you can choose the 'Contact Types' that constitute a conversion (the selection is on the top right of the report).


Time In Call Q:

If a user/caller uses the auto-dialler, this column shows you how long they spent on the call queue. This is NOT the talk time. This is the time spent by a user/caller inside the call queue. 


Team:

If your organization has hierarchy with team leaders and supervisors, this column shows you the name of the person that the user reports to. You can filter this report on this column to see the performance of all members under a particular team leader.