Operator productivity reports
Review operator workload, availability, response times and handling performance across supported channels.
What it is
Productivity reports show how operators spend their time and handle incoming work. Productivity By Date adds a daily breakdown. Separate performance and wind-down reports help explain response times, workload and breaks.
Who uses it and why
Supervisors compare workload and service performance. Operators with the Reports role review handling and response patterns. People with the Settings role maintain the reasons operators select when winding down. Ask Powerfront to change service targets.
Where to find it
Use Reports › Live Chat › Productivity or Productivity By Date. Social, Text and Voice Calls also offer productivity reports.
For combined channel measures, use Reports › General › Operator Performance or Business Performance. Active Operator reports activity and enabled or disabled account status. Wind Down Reasons and Wind Down Details are under Live Chat.
How it works
Select dates and the operator, team or other filters offered, then select Apply Filters. Use the relevant channel's report when assessing channel-specific work.
Chat productivity distinguishes these intervals:
| Measure | Meaning |
|---|---|
| Business response time | Visitor's first message to the operator's first message, including the initial queue wait. |
| Operator initial response time | Assignment to the operator's first response. |
| Operator response time | Time visitors spend waiting for replies; the per-response average divides total response time by operator responses. |
| Operator handling time | Assignment to the end of the chat. |
| Chat length | Visitor's first message to the end of the chat, including the initial queue wait. |
Queue time also includes time after a transfer back to the queue until reassignment.
Availability columns distinguish online, available, limited and winding-down time. The chat concurrency definition divides time chatting by available time plus winding-down time plus limited time. Concurrent chats can make the result greater than one.
Wind Down Reasons groups duration by operator and reason. Wind Down Details can show individual intervals or day and date-range totals. It separates Winding Down time before the operator becomes unavailable from Wind Down time spent unavailable until becoming available again.
Configure it
With the Settings role, manage the available reasons at Settings › General Settings › Wind Down Reasons.
Powerfront can change Chat Business Service Level Target (secs), Chat Operator Service Level Target (secs) and Chat WFM Service Level Target (secs) for you. These separate the customer's wait for the first response, operator response performance and time to assignment. The default for each is zero seconds; ask Powerfront to confirm the targets intended for your service.
Settings
| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Chat Business Service Level Target (secs) | Settings › General Settings › Admin | website | 0 seconds | Powerfront | Sets the first-response target measured from the visitor's initial message, including the initial queue wait. |
| Chat Operator Service Level Target (secs) | Settings › General Settings › Admin | website | 0 seconds | Powerfront | Sets the operator response-time target used for chat operator service levels. |
| Chat WFM Service Level Target (secs) | Settings › General Settings › Admin | website | 0 seconds | Powerfront | Sets the time target for assigning incoming chats to an operator in workforce service-level reporting. |
Permissions
| Permission | Lets you |
|---|---|
| Reports | View productivity and operator performance reports. |
Limits and good to know
- Several operators' accumulated online time can exceed the length of the selected reporting period.
- Handling time and response time answer different questions. A long conversation does not mean the visitor waited that whole time for a reply.
- Social, text and voice reports have channel-specific columns. Do not apply the chat concurrency formula to a voice measure without checking its description.
- Service-level percentage uses hits divided by hits plus misses. Compare both the percentage and the number of eligible requests.
Depends on and works with
+5 more · this feature uses
- Wind Down for operatorsEnhances
Wind-down activity supplies reason and interval detail.
- Report selection and filtersRequires
Select productivity reports and their filters in Reports.
- Reports data and metric definitionsRelated
Metric definitions explain exclusions and the time measures used in productivity comparisons.
- Team comparison reportsRelated
Team Comparison groups handling and availability results by team or store.
- Visitor survey questions and scoresConfigured by
Survey question scores and categories determine the feedback measures in applicable productivity reports.
View all connections as a list
This feature uses
- Admin settings and feature switches · managed by PowerfrontConfigured by
Powerfront manages the chat workforce service-level target.
- Operator settingsConfigured by
Exclude from reports on an operator account controls inclusion in applicable productivity calculations.
- Wind-down and transfer reasonsConfigured by
Configured wind-down reasons label the reason reports.
- Transferring conversationsEnhances
Transfers affect operator handling and queue time.
- Saved responsesEnhances
Saved-response usage contributes to applicable productivity measures.
- Service levels and response timersConfigured by
Service-level targets determine hits and misses.
- PCI Payment Form in web chatEnhances
Payment-form activity adds request, session, duration and value measures to applicable productivity reports.
- Operator availability statusEnhances
Operator availability states supply the recorded time measures.
- Wind Down for operatorsEnhances
Wind-down activity supplies reason and interval detail.
- Report selection and filtersRequires
Select productivity reports and their filters in Reports.
- Reports data and metric definitionsRelated
Metric definitions explain exclusions and the time measures used in productivity comparisons.
- Team comparison reportsRelated
Team Comparison groups handling and availability results by team or store.
- Visitor survey questions and scoresConfigured by
Survey question scores and categories determine the feedback measures in applicable productivity reports.
Used by
- Wind Down for operatorsRelated
Productivity reports show recorded wind-down time and reasons.
- Teams Overview and Manager ModeRelated
Use productivity reports to review historical operator workload and wind-down time.
- Stats Bar and My StatsRelated
Productivity reports provide historical detail for the personal workload and timing measures.
- Chat performance and tab visibility reportsRelated
Productivity reports explain the operator time used in utilisation measures.
- Team comparison reportsRelated
Productivity reports explain the handling and availability measures shown in team comparisons.
- Customer survey and NPS reportsRelated
Productivity reports show survey counts and scores alongside operator handling measures.
- Service Overview dashboardRelated
Productivity reports help investigate staffing and handling patterns after an interval.
FAQ and troubleshooting
Why is business response time longer than operator initial response time?
Business response time starts with the visitor's first message and includes the queue wait. Operator initial response time starts at assignment.
Why is average concurrency above one?
Operators can handle overlapping chats. Time across those chats can exceed the status time used as the denominator.
Why is an operator's online time missing?
Check dates, filters, reporting availability and Exclude from reports on the operator account.
Where can I investigate a long break?
Use Wind Down Details for intervals and Wind Down Reasons for totals by reason.