Reports

Reports is a section of the Admin Center, right under People. Workspace owners and admins can open it. It has Hours, from the punch clock, and Call center, for your call queues.

Hours

Reports → Hours shows the time people recorded with the punch clock. The punch clock has to be on: turn it on under People → Punch clock.

At the top are the totals for the dates and people you picked:

Hours worked: work time, plus breaks when your breaks are paid.
Overtime: time over the daily or weekly limit you set in the punch clock settings.
Breaks, the Average day for each person who clocked in, and Edited shifts: shifts someone changed after the fact.

Under them, Hours per day shows each day’s regular time and overtime.

Filters

Dates: this week, last week, this month, last month, or Custom dates for any range up to 93 days.
People: everyone the punch clock covers, or only the people you tick. Type to search.
Group by: one row per Person, per Day (with each person’s clock-in and clock-out times), or per Week.
Show: All hours, or Overtime only for just the people and days that went over.

Reset filters goes back to this month, everyone, by person.

The table

Grouped by person, the table lists each person’s days worked, hours, overtime, breaks, average day and edited shifts, with a total at the bottom. Click a person to open their timesheet, where you can fix an entry. Every change needs a reason and shows in the entry’s history.

Hours count toward the day a shift started, in each person’s timesheet time zone (see How hours are counted).

How overtime is counted

Each day’s time up to the daily limit is regular time, until the week’s regular time reaches the weekly limit. Everything past either limit is overtime, counted once. With the default limits (8 hours a day, 40 a week), a 10-hour Monday gives 2 hours of overtime, and a sixth 8-hour day in the same week is all overtime. Weeks start on the day set in the punch clock settings, and a week cut off by the dates you picked only counts the days inside them.

Download CSV

Download CSV saves what the table shows: the same dates, people, grouping and Show filter, with a total row. Hours are decimal (7.50 is seven and a half hours), ready for payroll.

For one row per shift or per day for everyone, use Export under People → Punch clock instead.

Call center

Reports → Call center shows how your call queues did and how the people in them spent their time. It comes with the Call center add-on. For what’s happening right now, use the Call center board in the app instead.

At the top are the totals for the dates and queues you picked:

Calls into your queues, and how many were Answered.
Missed: callers who hung up while waiting, or whom the queue gave up on after its longest wait.
Service level: the share of calls answered within the queue’s target.
Average wait before someone answered, with the longest wait and the average talk time.

Under them, Calls per day shows each day’s answered and missed calls. Calls show up a few minutes after they end.

Filters

Dates: this week, last week, this month, last month, or Custom dates for any range up to 90 days. Days start at midnight in your time zone.
Queues: all of them, or only the ones you tick.
People: everyone who took queue calls, or only the people you tick.
Show: Queues or People.
Group by (for queues): one row per Queue, per Day or per Week.

Queues

One row per queue: calls, the share answered, missed calls (how many hung up and how many timed out), service level, average and longest wait, average talk time, and how many people answered. All queues at the bottom adds them up.

People

One row per person: calls answered, Missed calls (ones that rang them and went unanswered), average and total talk time, time On break, time Signed in to their queues, and how Busy they were: the share of their signed-in time spent on calls or wrapping up, not counting breaks. A red over tag counts breaks that ran past their reason’s time limit; point at someone’s break time to see it by reason.

With some queues picked, calls count only those queues. Time on break and signed in covers all of a person’s queues, since nobody’s clock is per queue.

Breaks by reason under the table adds up break time for each break reason, how many people took one, and how many breaks went Over limit.

Download CSV

Download CSV saves what the table shows. Times are in seconds, and service level and busy are fractions (0.86 is 86%).