Productive Minute / Productive Hour

The time during which an agent is actively engaged in customer interactions, including TALK TIME, AFTER-CALL WORK, and related activities. Productive time excludes breaks, meetings, and any other non-productive activities. This metric is often used as the basis for billing and performance assessment. 

Calculation Example: 

Total Work Hours: 9 hours 

Subtract Unpaid Break: 9 hours – 1 hour = 8 hours 

Subtract Paid Breaks: 8 hours – 0.5 hours = 7.5 hours 

Optimal Productive Level: 85% 

Productive Time: 7.5 hours * 0.85 = 6.375 hours (approximately 6 hours and 22.5 minutes)