Today, the Agent Durations report lets you see the specific times that Agents were Active or Away and for what reason. In the future, the report will contain other types of durations to track Agent status and activities.

How data in the report is measured

The report is measured by the following:

Grouping

Grouped by Duration and Agent. Further analysis should be done before comparing to Agent level reports.

Time Anchor

Data is time anchored using Duration Started in the UI and API. If the duration has not ended, the information will still be provided from the duration's start, such as the Agent, Start Time, and Context for the Duration. Note: Context may be updated when the duration is ended.

Metrics used for the Agent Durations report

Click on the description to review the definition of each metric and how it's used to calculate data.

Metric	Definition	Comments
Agent ID	Gladly ID for the Agent.
Agent	The name of the Agent.
Start time	Timestamp for the start of the duration.	Millisecond granularity available CSV download and AgentDurationsReportV2 API
End time	Timestamp for the end of the duration.	Millisecond granularity available CSV download and AgentDurationsReportV2 API
Duration (mins)	Duration between the start time and end time. Each duration is an uninterrupted span of time.
Type	Type of duration being tracked.	Current options: AWAY, ACTIVE
Context	Additional context about the duration. Content will vary depending on the Type of duration.	For AWAY Type, the Context field will contain the Away Reason that the Agent selected before or after going Away. If no Away Reason was selected, typically from the Agent being automatically logged out or from closing Gladly without logging out, the Context field will display the text "IDLE."For the ACTIVE Type, the Context field will contain either the default Active or Away status selected.

How the Agent Durations 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.

Date

When filtering by date, you may see Durations with an End Time after your filter date. This is because the report is filtering on the Start Time of the duration.

Teams

Refers to the team(s) Agents belong to. Displays time durations tracked within each team.

How to use the Agent Durations report

The Agent Durations report can provide multiple data points based on how you slice and dice the data. Below are a couple of examples.

Download the CSV version of the report, then follow up with the filters below.

Scenario

Column Filters

Check Agent adherence to particular types of work, training, or special projects.

• Type: filter for "ACTIVE"

• Context: filter for the desired Active status and see if start and end times align with the schedule

Check Agent adherence to scheduled breaks and other activities outside Gladly.

• Type: filter for "AWAY"

• Context: filter for the desired Away status and see if start and end times align with the schedule

Coach Agents to improve schedule adherence or Away activity.

• Agent: filter to the specific Agent

Compare Away durations with best practices and their specific schedule.

FAQs

How is Away time attributed?

If Type is Away, the "Start Time" field shown is when the Agent clicked a reason to go in an Away or the time they were put in an Away state due to inactivity. "End Time" shows when they clicked "I'm Back" to return to Gladly. The Agent Timestamps report shows if an Agent changed their Away reason upon returning but this report (Agent Durations) uses the first Away reason selected in the Context field.

Why do some rows not show information for the End time?

If an Agent starts a Duration, but we do not yet have updated information about the end of that duration, only partial information will be provided. The "End time" and "Duration" fields will be null, and for certain Duration types, the "Context" field may change.

For example, if an Agent goes Idle and is automatically set to "Away," Context will show "IDLE" until they return and select why they were Away. After the duration has ended, the Context, in this case, would reflect the reason they selected and not "IDLE."

Why does the Context field contain the text "IDLE"?

If the Agent goes Idle and is automatically set to "Away," and if they do not select an Away status before logging out or closing Gladly, this Away duration will be classified as "IDLE."

On CSV reports, why is duration in seconds format rather in decimal format?