Explore and Utilize Capacity Reports

Created by Priya p, Modified on Sat, 21 Mar at 2:26 PM by Priya p

Module: Admin App

TABLE OF CONTENTS

Accessing the Reports
Filter, Search & Export
Report Fields and Descriptions
KPIs and Insights Obtained from the Reports Module
Use Cases
Highlights
Benefits
Best Practices
Edge Cases
Example Scenarios
Support / Contact

Accessing the Reports

Navigate to Reports from the left panel.

Filter, Search & Export

Location Dropdown: Filter by office, department or site.
Time Range Selector: Choose between pre-defined periods such as "Today", "Yesterday", "This Week"etc
Ring Group: Select the required ring group.
Search Bar: Quickly locate a specific agent by name.
Column Selector: Show or hide specific data columns as needed.
Export CSV: Download the report in CSV format for offline review or sharing.

Report Fields and Descriptions

Field	Description
Agent Name	Name of the agent
Location	Denotes the Team or site
Total Available Time	Duration online and available (including breaks/logouts)
Total Calls Handled	Number of inbound and outbound calls
Total Time on Call	Time spent talking to customers
Total Time on Wrap-up	Time spent on post-call tasks like taking notes
Extended DND	Indicates duration in which agents remain in Do Not Disturb (DND) status beyond the predefined duration set by the organization.
Total DND Duration	Time in Do Not Disturb
Tea/Lunch/Washroom Break / Meeting	Includes agent status like Tea/Lunch/Washroom Break or Meeting, showing the total time logged in each status.

Note: All statuses displayed in this report are directly pulled from the statuses set by agents in their Agent App. Admins can customize or manage these status options under Configuration → Agent Status.

Admins can customize these under Configuration → Agent Status.

KPIs and Insights Obtained from the Reports Module

Calls handled per agent
Availability vs DND ratio
Wrap-up efficiency
Break and meeting time trends

Use Cases

Performance Monitoring: Can be used to detect idle agents or those with low activity
HR evaluation: Supports appraisals or promotions. Ensures a fair, data backed evaluation of agents
Process Optimization: Helps identify misuse of breaks or even uneven call distribution.

Highlights

Provides transparent visibility into agent work patterns
Enables comparison of teams and locations
Flags inactivity and overutilization
Exportable CSV supports HR reviews

Benefits

Identifies top-performing vs underperforming agents
Helps enforce break and DND policy adherence
Prevents agent burnout
Simplifies monthly and quarterly performance reporting

Best Practices

Flag agents with “Total Calls Handled = 0” to identify periods of inactivity.
Monitor wrap-up time to detect delays or inefficiencies in post-call activities.
Track Do Not Disturb (DND) duration trends to identify unproductive behavior patterns.
Export and review reports weekly with HR and team leads for performance insights.
Establish benchmarks for agent availability and call handling performance by shift or team.

Edge Cases

Accurate data depends on agents logging statuses correctly
Inactive agents due to technical issues may appear as low-performing

Example Scenarios

Field	Low Activity	High Performer	Unbalanced Team
Total Available Time	120 Hrs	100 Hrs	Location A: 50 Hrs, 30 Calls Location B: 100 Hrs, 90 Calls
Total Calls Handled	0	150
DND Duration/Wrap up Time	10 Hrs	4 Hrs
Breaks	20 Hrs	5 Hrs
Action	Review low activity; potential causes could include technical issues or improper use of DND.	Celebrate high performers and support them in mentoring others.	Review team capacity; redistribute workload or provide training

Support / Contact

Need further help? Contact support@voicestack.com or call 407-833-6436.