---
title: "How does using Focus impact Agent performance on reports?"
slug: "how-does-using-focus-impact-agent-performance-on-reports"
description: "Learn how Focus affects certain reporting metrics. Visit Gladly Help Docs to learn more."
updated: 2024-12-09T04:56:47Z
published: 2025-01-30T20:02:22Z
---

> ## 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.

# How does using Focus impact Agent performance on reports?

With Focus [activated](https://help.gladly.com/docs/configure-focus-settings) and used by Agents, it removes the need for Agents to go [unavailable](https://help.gladly.com/docs/set-your-channel-availability-to-help-customers/#h-mark-yourself-unavailable-for-a-channel) on any Channel to pause the Routing Engine from sending new Customers so they can complete after-Contact activities such as finalizing Notes. When Agents use Focus, you might observe noticeable differences in certain metrics, on top of [Occupancy %](https://help.gladly.com/docs/metrics-in-detail/#h-occupancy), as described below.

**Agent Summary**

- **Increase in *Available Time in Seconds - Any***
  - Agents can stay available to do after-Contact work. Without Focus, they'd need to go unavailable when additional time was needed.
- **Decrease in *Contacts Missed & Contacts Declined***
  - It's hypothesized that Agents might be missing or declining Contacts because they needed more after-Contact work time. Removing the need to miss or decline calls may lead to lower missed or declined Contacts.
- **Potential Decrease in *Contacts per hour for Messaging***
  - If Agents pause routing using Focus, they may be routed fewer Contacts, though it may equate to a better service experience.
- **Decrease in *After Contact Time in Seconds***
  - After Contact Time will only accrue when an Agent is available on any Channel. As a result, After Contact time may decrease, reflecting a more accurate measure when using Focus.

**Contact Summary**

- **Decrease in *Avg Inbound After Contact Time***
  - After Contact Time will only accrue when an Agent is available on any Channel. As a result, After Contact time may decrease, reflecting a more accurate measure when using Focus.