Reporting & Analytics

Agent Performance & Time Tracking

Your agents are the most important part of your operation. Understanding how they perform, how they spend their time, and where they excel (or struggle) is the key to building a high-performing team. The Agent Analytics and Time Tracking pages in AgentTech Dialer give you a comprehensive, data-driven view of every aspect of agent performance.

This guide covers both pages in detail — from the individual agent profile view to the time tracking dashboard — and shows you how to use the data for coaching, scheduling, performance reviews, and team management.

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Agent Analytics Page

The Agent Analytics page provides a detailed performance profile for each agent. It's your go-to resource when you want to understand how a specific agent is performing across all key metrics.

Agent Header

At the top of the page, you'll see the agent header, which displays:

Agent name — The agent's full display name.

Agent information — Additional identifying details such as the agent's team, role, and status.

Quick-glance indicators — Visual cues showing the agent's current availability and recent activity.

This header stays visible as you scroll down the page, so you always know which agent you're reviewing.

Date Filters

Below the agent header, you'll find date filters that control the time range for all data on the page. Use these to select a specific period for your analysis:

Select preset ranges or enter custom start and end dates.

The page updates automatically to show the agent's performance for the selected period.

Compare different time periods by changing the date range — for example, check "Last 7 Days" to see recent performance, then switch to "Last 30 Days" to see the bigger picture.

6 Metric Cards

Below the date filters, 6 metric cards provide an at-a-glance summary of the agent's most important performance indicators. These cards are designed to give you a rapid assessment of the agent's strengths and areas for improvement.

The metrics tracked include:

Total Calls — The total number of calls the agent handled during the selected period. This measures the agent's overall call volume and workload.

Sales Completed — The number of calls that resulted in a completed sale or successful conversion. This is the bottom-line outcome metric that directly ties to revenue.

Conversion Rate — The percentage of the agent's calls that resulted in a sale, calculated as (Sales ÷ Total Calls) × 100. A high conversion rate indicates an effective, skilled agent.

Average Talk Time — The average amount of time the agent spent actively talking during calls. This helps you understand whether the agent is having substantive conversations or rushing through calls.

Average Handle Time — The average total time from call answer to disposition completion, including after-call work. This measures overall efficiency — a very long handle time might indicate the agent needs help streamlining their workflow, while a very short one might mean they're rushing.

Compliance Score — The agent's average compliance pass rate across all evaluated calls. This tells you how consistently the agent follows required scripts, disclosures, and procedures.

How to Read the Metric Cards

Look at all six together — No single metric tells the full story. An agent with high sales but low compliance is a risk. An agent with high compliance but low volume may need encouragement to pick up the pace.

Compare to team averages — Use the Agent Scorecard on the Reports page to compare this agent's metrics to the team average and to top performers.

Track changes over time — Check the same agent's metrics across different time periods to see if they're improving, declining, or staying flat.

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Policy Sales Table

Below the metric cards, the Policy Sales table provides a detailed record of the agent's sales outcomes during the selected period.

What You'll See

Each row in the table represents a completed sale and includes:

Sale details — Information about what was sold, the call associated with the sale, and the date/time.

Outcome tracking — The result of the sale, including any relevant categorization.

Associated call data — Links back to the call that generated the sale, so you can review the recording or transcription.

How to Use the Policy Sales Table

Verify sales activity. Use this table to confirm that reported sales match actual outcomes. This is especially important for commission calculations and performance bonuses.

Identify successful patterns. Review the details of successful sales to understand what's working. Are certain times of day more productive for this agent? Are they more successful with calls from specific states or queues?

Support coaching with data. When coaching an agent, reference specific entries in the Policy Sales table to highlight what they did well or to discuss calls where a sale was lost.

Track progress toward goals. If agents have daily, weekly, or monthly sales targets, the Policy Sales table gives you a running count so you can see how close they are to hitting their goals.

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Performance by State Table

The Performance by State table provides a geographic breakdown of the agent's calls and results, organized by U.S. state.

What You'll See

Each row represents a state where the agent received or placed calls, and includes:

State name — The U.S. state associated with the calls.

Call volume — How many calls the agent handled from that state.

Performance metrics — Key outcome data including sales, conversion rates, and other relevant measures for each state.

How to Use Geographic Performance Data

Match agents to their strongest states. If an agent consistently performs well with calls from certain states, consider routing more of those calls to them. Conversely, if they struggle with a particular state, explore whether it's a product knowledge issue, a licensing question, or a market-specific challenge.

Support state-specific training. Different states may have different regulations, products, or customer expectations. Use the Performance by State data to identify where an agent might benefit from state-specific training.

Optimize routing decisions. Share this data with your operations team to inform call routing rules. If Agent A converts at 25% for Florida calls but only 10% for Texas calls, while Agent B shows the opposite pattern, you can potentially improve overall results by routing accordingly.

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Recent Calls Table

The Recent Calls table shows the agent's most recent call activity, giving you a quick view of their latest interactions.

What You'll See

Each row represents a recent call and includes:

Call details — Phone number, direction (inbound/outbound), queue, and destination.

Timing — When the call occurred and how long it lasted.

Status and disposition — Whether the call was completed, missed, or is in progress, and what disposition was assigned.

Actions — Quick links to listen to recordings, view transcriptions, or run compliance checks (for calls 30 seconds or longer).

How to Use the Recent Calls Table

Spot-check agent activity. Use this table to verify that the agent is actively handling calls and dispositioning them properly.

Listen to recent recordings. Click through to listen to the agent's most recent calls. This is the most direct way to assess their phone skills, script adherence, and customer interaction quality.

Follow up on missed calls. If you see missed calls in the recent activity, check whether those callers were called back or if they fell through the cracks.

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Time Tracking Page

The Time Tracking page provides a comprehensive view of how agents spend their time throughout the day. This is separate from the Agent Analytics page and focuses specifically on time allocation across different statuses.

Page Layout

The Time Tracking page includes:

Agency selector — A dropdown at the top to select the agency you want to view (for multi-agency accounts).

Collapsible filters — A filter toolbar that you can expand or collapse. Use it to filter by specific agents, teams, date ranges, or other criteria.

Agent rows — The main content area shows one row per agent, each of which is expandable to reveal detailed information.

Export CSV button — A button to download the current view's data as a CSV file for offline analysis or record-keeping.

Expandable Agent Rows

Each agent appears as a row in the Time Tracking table. Click an agent's row to expand it and reveal their status timeline — a visual representation of how that agent spent their time throughout the day.

Status Timeline

The status timeline is a horizontal bar that spans the agent's working hours. Different colors represent different statuses, and the width of each color segment represents how long the agent spent in that status. This gives you an intuitive, at-a-glance understanding of the agent's day.

Common statuses tracked include:

| Status | What It Means |

|---|---|

| Available | The agent was logged in and ready to receive calls. This is productive idle time — they're available but not yet connected to a caller. |

| On Call | The agent was actively connected to a live call. This is your most productive status — the agent is doing their core job. |

| Dispositioning | The agent was wrapping up after a call — entering notes, selecting a disposition, and completing after-call work. Some after-call work is necessary, but excessively long dispositioning times can indicate inefficiency. |

| Break | The agent was on an approved break (lunch, rest break, personal time). Reasonable break time is normal and healthy, but excessive break time can impact productivity. |

| Other statuses | Your system may track additional statuses specific to your operation, such as training, meeting, or coaching time. |

Reading the Timeline

Wide "On Call" segments are good — This means the agent spent a significant portion of their day actively talking to customers.

Wide "Available" segments may be a concern — If an agent is spending too much time in Available status without receiving calls, it could mean the queue is low on volume or that call routing is skipping them.

Frequent short "Break" segments — Occasional short breaks are normal, but if you see an agent constantly toggling to break status, it warrants a conversation.

Long "Dispositioning" segments — If an agent is spending a long time in dispositioning status after calls, they may need training on efficient note-taking and after-call workflows.

How Status Time is Tracked

Status time is tracked automatically by the AgentTech Dialer platform. When an agent logs in, changes status, receives a call, or performs any status-changing action, the system records the exact timestamp. This means:

No manual time entry required — Agents don't need to clock in or out of different statuses; the system does it for them.

Accuracy is guaranteed — Because tracking is automatic, you can trust that the time data reflects actual behavior, not self-reported estimates.

Every second is accounted for — From the moment an agent logs in to the moment they log out, every status change is captured and displayed in the timeline.

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Using Performance and Time Data

The real power of the Agent Analytics and Time Tracking pages comes from using the data together to make better management decisions. Here are the most common use cases:

Performance Reviews

When conducting regular performance reviews, combine data from both pages:

Pull up the Agent Analytics page for the review period (e.g., last quarter).

Review the 6 metric cards to assess overall performance.

Check the Policy Sales table to verify sales numbers and identify successful patterns.

Review Performance by State to understand where the agent excels geographically.

Switch to the Time Tracking page to review how the agent spends their time.

Look for correlations — Are the agents who spend the most time On Call also the ones with the highest sales? Is the agent under review spending a reasonable proportion of time in each status?

Coaching Sessions

Use specific data points to make coaching sessions more effective:

Highlight strengths — Point to specific metrics where the agent excels. "Your conversion rate of 22% is 5 points above the team average — that's outstanding."

Identify opportunities — Use the data to pinpoint specific areas for improvement. "I notice your average handle time is 12 minutes compared to the team average of 8 minutes. Let's listen to a few calls together and see if we can find ways to streamline your after-call work."

Set measurable goals — Use the metric cards as a baseline and set specific, achievable targets. "Let's aim to bring your compliance score from 82% to 90% over the next two weeks."

Scheduling & Workforce Management

Time Tracking data is invaluable for scheduling:

Identify schedule adherence — Compare the agent's actual time in Available/On Call status to their scheduled hours. If there's a significant gap, the agent may be arriving late, leaving early, or taking extended breaks.

Optimize shift coverage — Cross-reference Time Tracking data with the Peak Hours Heatmap on the Reports page to ensure your best agents are scheduled during your highest-volume periods.

Balance workloads — If some agents are consistently spending most of their day On Call while others are mostly in Available status, you may have a queue routing or skills-based routing issue to address.

Comparing Agents

When comparing agents, use a consistent time period and look at the same metrics for each:

Review the 6 metric cards for each agent side by side.

Check the Agent Scorecard & Leaderboard on the Reports page for a composite score comparison.

Look at Time Tracking timelines for both agents to see if differences in performance correlate with differences in time allocation.

Be fair — Compare agents who work similar schedules, handle similar call types, and serve similar queues. Comparing a full-time agent handling a high-volume queue to a part-time agent on a low-volume queue isn't a fair comparison.

Identifying Training Needs

Look for these signals in the data:

Low conversion rate with high call volume — The agent is getting enough calls but not closing. They may need sales skills training or script coaching.

High handle time with low sales — The agent is spending a lot of time on calls but not converting. They may be struggling with objection handling or call control.

Low compliance score — The agent isn't following required scripts or disclosures. This requires immediate, targeted compliance training.

Excessive dispositioning time — The agent may not understand how to use the disposition system efficiently, or they may be procrastinating before their next call.

Low availability — The agent is spending too much time on breaks or in non-productive statuses. This could be a motivation issue, a scheduling issue, or a misunderstanding of expectations.

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Tips for Managers and Supervisors

Review agent performance weekly. Don't wait for monthly or quarterly reviews to look at the data. A quick weekly check of each agent's metrics helps you catch issues early and provide timely feedback.

Combine analytics with listen sessions. The numbers tell you what is happening, but listening to recordings tells you why. When you see a metric that concerns you (like a dropping conversion rate), listen to several recent calls from that agent to understand the root cause.

Compare fairly. Always consider context when comparing agents. An agent who handles a difficult queue or works off-peak hours may have different numbers than an agent on a high-converting queue during peak hours. Use the Performance By section on the Reports page to compare agents within the same queue or team.

Celebrate top performers. Use the Agent Scorecard & Leaderboard to publicly recognize your best agents. The Leaderboard's Top 10 cards with composite scores make it easy to highlight well-rounded performers. Consider sharing the leaderboard in team meetings or on a wallboard to foster healthy competition.

Use time tracking data constructively. The Time Tracking page should be used to support agents, not to micromanage them. Focus on overall patterns rather than individual minutes. If an agent is hitting their performance targets, their time allocation is probably fine even if it doesn't match the "average" pattern.

Set clear expectations upfront. Make sure every agent knows what metrics are tracked, what the targets are, and how the data is used. Transparency builds trust and helps agents take ownership of their own performance.

Export data for records. Use the Export CSV button on the Time Tracking page to download time records for payroll, compliance audits, or HR documentation. Having a reliable, automated record eliminates disputes about hours worked or time spent in different statuses.

Look for burnout signals. If a high-performing agent's metrics suddenly decline, check their Time Tracking data for signs of burnout — shorter shifts, more break time, declining On Call time. Address burnout proactively before you lose a valuable team member.

Build development plans with data. Use the six metric cards and the Detailed Scores table from the Agent Scorecard to create individualized development plans. Each agent has a unique profile of strengths and weaknesses — use the data to tailor your coaching to their specific needs.

Review after onboarding. When new agents complete training and start taking calls, monitor their Agent Analytics and Time Tracking closely for the first 2–4 weeks. This early data helps you identify whether they're ramping up successfully or need additional support.

Last updated: February 24, 2026

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