Workforce analytics for Contact Centers

See what's happening between agent calls

Complete productivity visibility across the full agent workday, not just call time. Understand where shrinkage actually goes, validate schedule adherence, and give managers the insights to coach performance backed by data.

See where shrinkage goes

Stop estimating and see exactly how agent time is spent across applications and activity during each shift, so you know where unplanned hours actually go.

Validate schedule adherence

Match real agent activity to scheduled hours. Know when agents were ready, when they weren't, and what they were doing instead.

Improve agent performance

Give managers the workday context behind every performance conversation, so coaching is based on what actually happened, not dashboard numbers alone.

Built for every layer of contact center performance

See exactly how agent time is spent across the full workday, so managers have what they need to act.

Full-shift activity tracking

Know who is active, late, or not present during scheduled hours. Understand what agents are working on between calls, not just when they're on them.

Real-time alerts

Set custom alerts based on productivity thresholds so managers know which agents need support before it shows up in call metrics.

Contact centers are getting these results with Time Doctor

30% more productive

"Time Doctor allowed us to identify the available time of employees, which led to a 30% increase in overall productivity."

Johan le Bail, Eufonie

35% more efficient

"As we optimize cost-efficiency, we also commit to the productivity and work-efficiency of our staff."

Rommel Ragasa, Pheonix Virtual Solutions

Build the best team

"If you want to make more of your employee’s time and take your company in the right direction, Time Doctor’s data will make that possible for you."

Monica Thakwani, Boring Commerce

Full workday visibility, built for contact center operations

Time tracking

Build an accurate picture of how frontline employees spend their time

Give managers and clients peace of mind that their teams are working productively:

Automatically verify employee attendance and timesheets for billing with non-intrusive and automatic time tracking.
Create work schedules and manage schedule adherence with real-time alerts.
Keep records of websites and applications employees use and rate their productivity.

Proof of work

Win, retain, and grow clients by providing proof of work and value

Prove to clients you have completed work, adhered to schedules, and met compliance and security guidelines.

Optional timed screenshots and screencasts provide audit trail of what employees are doing, for compliance and security.
Time and attendance tracking for all staff brings accountability - allow agents to work from home with total peace of mind.
For agents, it means they get recognition for the work they do, improving employee experience and boosting retention.

eBook

2026 Productivity & Engagement Benchmarks

Most organizations track activity. Very few know what good performance actually looks like. The 2026 productivity benchmark report reveals how high-performing teams really work based on anonymized data from 260,000+ employees across 12,000 organizations.

Productivity

Boost your margins by identifying and solving your productivity issues

Enable managers and company owners to identify and solve productivity problems to protect margins:

Real-time dashboards and custom reports give complete visibility of everyone’s productivity and insights into how to get better.
Build performance benchmarks, compare individuals and teams, and identify training and performance gaps.
Identify inefficiencies so that you can optimize processes and workflows, and even understand what to automate.

Cost control

Optimize your use of resources and allocate costs more effectively

Manage all your resources more efficiently based on an accurate understanding of the contribution they make to your results.

Manage your reporting, timesheets, billing, payroll, and QA / compliance monitoring quickly and accurately
Break down hours worked per agent, team leader, and manager by project or client, and assign hours based on real workday attendance
Understand exactly what resources like software licenses you’re using, and justify all your hiring and resourcing decisions.

Performance

Understand the link between time spent and results

Uncover the productivity insights that empower everyone to improve, whether they work on-site, remotely, or distributed:

Establish the link, for individual agents, managers and teams, between how they spend their time and the results they achieve.
Make performance data visible so agents and leaders can identify what's working and where to focus.
Understand how each agent works best and build development plans that reflect their individual strengths and gaps.

Employee experience

Improve employee wellness and reduce burnout

Understand workload distribution across your teams so you can act before burnout affects performance or attendance.

Identify agents who are consistently overworked and at the highest risk of burnout, using work-life balance data to guide your decisions.
Track attendance and compare workloads across teams to spot early signs of disengagement before they become retention problems.
Giving agents more flexibility over how and where they work improves engagement and reduces attrition over tim

Success story

How a BPO transitioned to work from home and the impact on workplace productivity

In an effort to better understand the impact of the pandemic on workplace productivity, Time Doctor teamed up with one of our major outsourcing clients in the Philippines to examine their data and uncover insights. Some surprising insights followed.