Insights: Time Usage

Welcome to Time Usage in Outbound by Enreach. 

Here you can gain a complete overview on how Users in your Teams spend their time in Outbound by Enreach. 

To access Time Usage, expand the Insights menu and select Time Usage.

At the top of the navigation page you will see two options: Selected Dates and Selected Organisational Unit. 

Expand these to select a desired date range to fetch the Time Usage data for, and which Teams or Users you want to show. 

Click Apply to view the selected settings, or Cancel to exit without saving. 

When you have applied the settings, Time Usage will be populated with data.
Below you will see a series of horizontal bars representing the Users in your Organisation, with a breakdown of the time they spent on different activities in colour-coded blocks. 

Hover your cursor over each block to see a pop-up of the activity and time spent on it by each User. 

Once you have configured the desired view of time usage, click Export or Detailed Export to download a CSV file of the results. 

There are three main methods to sort the view by:

• Contact Page Time is divided between Agent activities on the Contact Page of Outbound by Enreach. 
• Non Contact Page Time is any activity that doesn't take place on the Contact Page. 
• Scheduled Non-Page Time is any activity during the work day that is not paid, such as lunch or coffee break. 

Clicking individual actions in Contact Page Time and Non Contact Page Time will reorganise the Users based on the most to least time spent on that activity.

In Select Views, you can choose what you want to see on the bars by activating different views:

• Decompose Pause divides the pause bar into the different pause types that you have created for the Users.
• Percentage View toggles between calculating the bars length by actual time and percentage of the time logged on.
• Show other actions toggles displaying administrative work not directly connected to Dialing, such as Campaign design, My Redials, Create Lead, Reports, and News.
• Use Activity Based Method toggles between two different methods of calculating User activity, breaking the time logged on into 4 minute sections. If the User performs an activity inside Outbound by Enreach, 4 minutes are added to the User's time bar. This is beneficial for calculating time usage for when a User has duties that has nothing to do with Outbound by Enreach. If the User forgets to log out from the system during these other duties but with the Activity Based Method, this time is removed from the total calculation.
  For Users that continuously work in Outbound by Enreach, Use Activity Based Method is not recommended, as viewing Time Usage with Contact Page Time is more productive.