See who is working, on a break or idle on your contact center floor
Clock-ins, breaks and idle time for every agent, next to the service data you already have.
Your phone system or helpdesk already counts calls and tickets. Worktivity covers the other half: when agents clocked in, how long breaks ran, how much time went idle and which applications the working time went to. It does not read calls and it does not measure handle time.
What a contact center gets out of it
A live picture of the floor
Overview shows how many agents are working, on a break, idle, clocked out or not started yet. A team lead sees their own team.
Late starts and long breaks, counted
Work times adds up the late minutes on each day's first clock-in and splits tracked time into work, break and idle. Expected hours come from your working-day settings.
Time away from the queue still counts
Coaching, training or a team huddle can be logged with a work note, so it counts as working time instead of idle. The Work notes report shows how much of the week went to each.
How a contact center runs it
Set working days and expected hours
Enter the working days and the expected start, so late clock-ins are measured against your own schedule rather than a default.
Agents clock in on the desktop app
Clock in, break and clock out are one click each. Minutes without keyboard or mouse input are recorded as idle, never as work.
Define the work notes you need
Up to twenty short labels, such as Coaching or Training. Agents pick one before they step away from the screen for work.
Rate your tools once
Mark your CRM and telephony software as productive under Review apps. From then on the productivity split shows how working time divides between those tools and everything else.
Features contact centers use most
The parts of Worktivity that make the biggest difference in this scenario.
Time tracking
Shift, break and idle time from the desktop app, with the late minutes on the first clock-in of each day.
Productivity monitoring
Overview and the Team screen: who is working now and how long each person has worked today.
Review apps
Decide which applications count as productive for each team, so the productivity figures reflect the tools your agents actually use.
Other use cases worth a look
Most teams recognise themselves in more than one. The platform is the same underneath.
Try it with one shift
Put one team on Worktivity for two weeks and compare its break and idle figures with what your shift leads expected.
14-day free trial. No credit card required.