Agent List - Per Hour

Who should read this article: Administrators, Supervisors

Review agent metrics by hour on a specified day for agents and teams.

Introduction

The Agent List – Per Hour report provides insight into the performance of the Agent in your contact center. You can run reports on single agents, multiple agents, and one or more teams.

The Agent List – Per Hour report supports the following report parameters:

• Metrics
• Statuses

Configuring the report

General section

The Agent List – Per Hour report groups metrics and states by hours of the work day. Use the Period field to define the hours of interest for the report. Enter a time range using the 24-hour clock. The default is 08:00 – 20:00 (8 a.m. to 8 p. m.).

Assigned agents section

The report displays results for individual agents; however, you can select agents either individually or by team for the selected date range.

Click Manage to select one or more agents to include in the report.

Assigned metrics section

The Agent List – Per Hour report lets you select one or more performance metrics and generate detailed reports for specific agents or entire teams. These metrics provide visibility into key aspects of agent activity—such as average call duration, number of inbound or outbound calls, and after-call work time—so you can monitor performance, identify coaching opportunities, and track changes over time.

Click Manage to select one or more metrics to include in the report.

The following metrics are available for the Agent List report, with the exception of status-based metrics, which are shown in the Assigned agent availability states section:

Assigned agent availability states section

Availability states report how long agents spent in specific operational states for each hour during the reporting period. By selecting one or more availability states, supervisors can measure time spent in activities such as handling inbound calls, outbound dialing, after-call work, or being unavailable—enabling targeted performance analysis and operational oversight.

You can choose to include availability states such as Inbound, Outbound, Talk time, After call work, Dialing, Dialer – Waiting, and custom Unavailable codes configured for your contact center. The report shows how much time each agent spent in each selected state for each hour of the day, allowing supervisors to evaluate workload distribution, identify inefficiencies, and verify that agents are adhering to expected activity patterns throughout their shifts.

Click Manage to select one or more agents states to include in the report.

Schedule

This report can be scheduled for automatic delivery to one or more email addresses. For details, see Historical reports overview.

Run report

To run a one-time report, select the reporting date and click Generate report. You can choose to save the current configuration for future use.

See Historical reports overview for more details.

Results

The Agent List – Per Hour report returns specified agent metrics and availability states, by hour, for the reporting period. Results are displayed in a table and can be downloaded as a CSV file for external processing.

In the table, each metric name or status name has the hour as a suffix. For example if an agent was in the Unavailable state for 5 minutes and 25 seconds during from 10:00 to 113:00, the column head would be Unavailable10 and the value would be 00:5:25.

The results table uses the following abbreviations for the selected metrics: