The Time Distribution widget provides the agent with a visual view of their productivity for the day.

The productive time of an agent is calculated by adding together the agent's Talk Time, Wrapup Time, and Ready Time. If an agent is in any state apart from Ready, On Call, or Wrapup, those states are considered as Not Ready.

To add a widget:

  1. Select Time Distribution from the Available Widgets section.

  2. Click Add. The Add Agent Time Distribution screen appears.

    The following table provides the field and their description/action you need to take.

    FieldAction / Description
    Window TitleSpecify the widget name.
    Enabled

    Select the checkbox to enable the widget on the extended panel of Agent Desktop.

    Chart Enabled 

    		Select to enable the charts on the agent desktop.

    Type

    		Select the chart type from the drop-down. Available options are Pie, Bar, and Donut.

    Table Enabled

    		Select to enable the tables on the agent desktop.

    Event

    Select the event which will activate the widget. The available events are as given below:

      • On Ready: Widget appears when the agent switches to Ready state
      • On Not Ready: Widget appears when the agent switches to Not Ready state

      • On Call: Widget appears once the agent gets connected to the call

    Event option is not available if the Stateless Panel option is enabled.

  3. Click OK to save the changes.
  4. Click the Save button from the bottom of the screen to save all the changes.