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Daily Summary

Daily Summary

Daily Summary reports time-in-status and activity counts across your team for any date range. It is the right tool for performance review, payroll-adjacent reporting, and spotting trends across days, weeks, or months.

Overview

Daily Summary is built from per-agent, per-day rollups. Each row represents one agent on one day and includes:

  • Time in each status -- total seconds spent in Available, On Call, Wrap Up, Unavailable, and any custom statuses you have defined.

  • Call activity -- inbound and outbound call counts and total talk time.

  • Chat activity -- webchat and SMS thread counts.

  • Agent type -- whether this row represents a human agent or an AI Agent.

Rollups are produced once per day in the agent's local timezone (using the account default timezone when an agent has not set their own).

Selecting a date range

Daily Summary takes three inputs:

  1. Start date -- the first day to include.

  2. End date -- the last day to include (inclusive). Defaults to the same day as Start for a single-day view.

  3. Channel filter -- All, PBX, or Chat. Filtering by channel hides activity columns from the other channel.

Rows are grouped by date so you can scan day-by-day, with each agent's row inside the day group.

Separating human and AI activity

Each row is tagged as Human or AI. Use this to:

  • Compare how many conversations AI Agents handled versus humans on a given day.

  • Identify days when AI coverage filled in for absent human agents.

  • Track AI Agent utilization as you tune budgets and capabilities.

The same data feeds the totals shown on the Dashboard for the current day -- Daily Summary is the historical view of the same numbers.

Time-in-status accuracy

Time-in-status math is based on the status events recorded for the agent that day. If an agent stays in a status across midnight, the time is split between the two days at the midnight boundary in the relevant timezone.

If your team works across timezones and you want consistent rollups, set a common account default timezone in Workforce Settings.

When to use Daily Summary

  • Weekly or monthly performance reviews.

  • Payroll cross-checks for hours-paid versus hours-available.

  • Capacity planning -- compare call/chat volume to time-available across the team.

  • AI ROI analysis -- track AI Agent activity and time-saved over time.

For a single-agent, single-day deep dive, use Timeline. For real-time fleet status, use Dashboard.

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