--- title: "Agent Summary Glance" slug: "agent-summary-glance" description: "The Agent Summary Glance report gives you an overview of how Agents spend their time working in Gladly. Read more in Gladly Help Docs." updated: 2025-02-06T17:36:15Z published: 2025-02-06T17:36:15Z canonical: "help.gladly.com/agent-summary-glance" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.gladly.com/llms.txt > Use this file to discover all available pages before exploring further. # Agent Summary Glance The Agent Summary Glance report gives you an overview of how Agents spend their time working in Gladly. The data provided here is a subset of the data provided in the Agent Summary. ### How data in the report is measured The report is measured by the following: **Grouping** - Grouped by **Agent** and **Time granularity**. **Time Anchor** - Data is [time anchored](https://help.gladly.com/docs/time-anchors) using **Buckets** (for durations) and **Events** (for counts) in the UI. ### Metrics used for the Agent Summary Glance Review the definition of each metric and how it's used to calculate data. These are fields you'll see in the CSV download. | **Metric** | **Description** | **Comments** | | --- | --- | --- | | **Name or Email** | Agent's name. If no name is available, Agent's email address will be displayed. | | | **Bucket Beginning** | Beginning timestamp of the time grain (daily, weekly, etc.) chosen. | | | **ID** | Gladly ID for the Agent. | | | **Occupancy %** | Percentage of time that Agents are actively engaged in handling Customer interactions, such as calls, chats, or emails, compared to the total available time.Formula: Occupied % = Total Contact Handle Time/Available Time | | | **Logged In Time** | Duration of time the Agent was logged in to Gladly during the specified window. | | | **Active Time** | Duration of time the Agent was logged in and Active (not Away) in Gladly during the specified window. | | | **Away Time** | Duration of time the Agent was logged in and Away in Gladly during the specified window | | | **Available Time - Voice** | Duration of time the Agent was available for Voice during the specified window. | | | **Available Time - Messaging** | Duration of time the Agent was available for Messaging during the specified window. | | | **Available Time - Mail** | Duration of time the Agent was available for Mail during the specified window. | | | **Contact Offered** | Count of times the Agent was offered a Contact. | This metric is broken down by the following Channels: Phone Call, Chat, SMS, and Email. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. | | **Contact Accepted** | Count of times the Agent accepted an offered Contact. This includes auto-accept for channels where that is applied. | This metric is broken down by the following Channels: Phone Call, Chat, SMS, and Email. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. When a Contact is transferred, both Agents who worked on the Contact are attributed a "Contact Accepted" count. | | **Contact Declined** | Count of times the Agent declined an offered Contact. | This metric is broken down by the following Channels: Phone Call, Chat, and SMS. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. | | **Contact Missed** | Count of times the Agent missed an offered Contact. | This metric is broken down by the following Channels: Phone Call, Chat, and SMS. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. | | **Contact Fulfilled** | Count of times the Agent fulfilled a Contact. | This metric is broken down by the following Channels: Phone Call, Chat, SMS, and Email. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. | | **Contact Handle Time** | Duration of time the Agent viewed a Customer Profile with an ongoing Contact during the specified window. Includes any handle time and is not limited to Contacts accepted on a particular day. | This metric is broken down by the following Channels: Phone Call, Chat, SMS, and Email. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. | | **After Contact Time** | Duration of time during the specified window that the Agent viewed a Customer Profile after a Contact has ended, but before the Conversation is closed or before another Contact begins. Includes any Contact time and is not limited to Contacts accepted on a particular day. | This metric is broken down by the following Channels: Phone Call, Chat, SMS, and Email. To see a total or other channel breakdowns, refer to the [Agent Summary](/docs/agent-summary-v2) report. | **Note –** For metrics that are durations of time, the report in the UI will show time in d:hh:mm:ss (Days, Hours, Minutes, Seconds) format, while the downloaded CSV will show time in raw Seconds. ### How the Agent Summary Glance report is filtered Use these filters to modify the data in your report. Using a combination of filters will also provide more targeted results. You can learn more about filters [here](https://help.gladly.com/docs/generate-reports). **Date** - When filtering by date, you will see actions performed and time durations within that date range. **Rollup** - Each row represents an Agent's activities for that given time granularity, as selected in the Rollup. A row is only displayed if the Agent had any Logged In Time during that time granularity. **Team** - When filtering by team, you will see all the Agents currently assigned to that team. ### **FAQs** **Why am I seeing Agents who are no longer active in Gladly?** This report includes all the Agents in Gladly, including deactivated accounts. This allows you to understand any actions an Agent performed up to the day they were deactivated. **The report shows the 'total Away Time,' but not broken out by different status Reason. How do you find the total by Reason?** The Agent Durations report breaks down Away Time and Active Time by Reason and can help provide a fuller picture of what Reasons Agents provide for their activities. **Why does the report show breakdowns by Channel for some Channels that are not used?** The report shows Channel breakdowns for some Channels offered by Gladly, whether or not they are used. **Why am I seeing Away Time that is longer than an Agent's Login Time?** This can happen if the [Aget idle time setting](/docs/manage-agent-idle-timing) is changed while an Agent is Idle. We advise changing those settings when Agents are not online or at least not Idle.