Time Utilization

The Time Utilization report displays data about scheduled agent activities. You can use this report to review how much time agents are spending in each activity.

Use case

Supervisors and workforce managers use the Time Utilization report to understand how agents spend their scheduled time. By reviewing time in each activity across teams, agents, and days, they can:

Verify that agents are spending sufficient time in productive activities versus breaks or auxiliary activities.
Identify patterns of over- or under-utilization by activity type or activity code.
Compare utilization across agents and time periods to spot outliers or trends.
Adjust staffing plans, schedules, or activity definitions based on actual time usage.

Examples:

A workforce manager reviews the Utilization by Activity widget to see how much time in the last 7 days is spent in key activities such as Handling, After-Contact work, Training, and Break.
A supervisor uses Utilization Over Time to identify days when a team’s Total Actual Activity Time for productive activities dropped, and then drills into activity type or code for that date.
A team lead uses Total Actual Activity Time by Agent to compare agents and pinpoint those spending significantly more or less time in certain activities than their peers.
A planner reviews Average Utilization per Day to understand how activity mix changes over days of the week and plan schedules accordingly.

The Time Utilization report has four widgets that present activity data.

Utilization by Activity

The Utilization by Activity widget shows the percentage of time agents spent in each activity out of the total time they worked.

The chart shows the amount of time agents spent in each activity out of the total time they worked in the selected period. Each color in the chart corresponds to an activity type (or activity code when you change the view), and the legend on the right lists those activities.

Use this widget to:

See the overall distribution of Total Actual Activity Time across activities.
Quickly identify which activities consume the most scheduled time.
Compare utilization patterns when switching between Activity Type and Activity Code views.

Utilization Over Time

The Utilization Over Time widget displays the amount of time, in hours, agents spent in each activity. Each line on the graph represents an activity. The legend on the right displays the different colors in the graph and their corresponding activities. The options at the top of the widget allow you to choose whether you want to view the data By month or By day. To view the total time agents spent in each activity, select Total Hours at the top of the graph. To view the average time agents spent in each activity, select Average Hours.

The Utilization Over Time widget displays, for each day in the selected date range. Expand the date to show:

Total Actual Activity Time: The time the agents spent in each activity.
Avg Actual Activity Time: The average actual time the agents spent per activity. Time values are shown in HH:MM:SS format (hours:minutes:seconds).

Use this widget to:

Identify day-by-day trends in utilization.
Compare how time in specific activities increases or decreases over time.
Understand whether changes in schedules or processes impact activity-time patterns.

Utilization by Agent

This widget compares Total Actual Activity Time across two time periods, broken down by the view‑by option you select. By default, the widget compares today (Time Period #1) with yesterday (Time Period #2).

The default metric in this widget is:

Total Actual Activity Time: The total time agents spent in activities during the selected time period.

You can change the view‑by option and filters at the top of the widget to analyze utilization by different dimensions and time ranges.

Use this widget to:

Compare Total Actual Activity Time across two time periods.
Identify where time in activities has increased or decreased between periods.
Analyze utilization for specific agents, teams, activities, or other dimensions.

The report shows the following columns.

Column	Description
Agent	Shows the agents based on the teams you select. The column header also shows the team or teams you select.
Time Period #1	Shows the metric value for Time Period #1. The column header changes to match the date range you select. By default, the header is Today. For example, if you select October 1–15, the header shows that date range and the column shows the total activity time for that range.
Time Period #2	Shows the metric value for Time Period #2. The column header changes to match the comparison date range you select. By default, the header is Yesterday. For example, if you select September 16–30, the header shows that date range and the column shows the total activity time for that range.
Variance	Shows the difference between the metric values in Time Period #1 and Time Period #2. The calculation is: Variance = (Metric in Time Period #1) − (Metric in Time Period #2).
% Variance	Shows the variance as a percentage trend. The calculation is: % Variance = Variance ÷ (Metric in Time Period #2).

Average Utilization per Day

This widget shows the average time agents spend in activities for each day of the week within the selected date range.

The report shows the following columns.

Column	Description
Days	The weekday name.
Activity Type (shown when the weekday row is expanded)	The activity type which the agent has performed during the selected timeframe.
Avg Actual Activity Time	Average amount of time agents spent in each activity on each day of the selected time frame.