The Schedule Performance report enables you to generate historical call volume data of the previous agent resources. You can use this report as a reference to determine the number of agents required for future shifts.
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| title | Accessing the Report |
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To access the report: - on the WFO tab, go to Workforce Management > Schedule Performance.
- Set the following input filter criteria:
- Date Range: Type in the dates or click the calendar icon and select the dates. You can select a date range of up to
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- Select the time range from the Time Range dropdown list.
- Call Center: Select the required call center.
- Service: Select the required service.
Click Apply to apply the criteria.
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The report displays the following information:
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| | Field | Descriptions |
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| Agents Logged In |
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| Total unique agent IDs across the report range | | Active Time |
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| Total of waiting time + Incall time + Wrap up time expressed as HH:MM:SS (Hours:Minutes:Seconds) | | Wait Time |
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| Total wait time for all agents expressed as HH:MM:SS |
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| Wrap Time | Total wrap time for all agents expressed as HH:MM:SS | | Non-Active Time |
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| Logged in but not ready + Pause time expressed as HH:MM:SS | | Contacts Offered |
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| Total number of inbound + outbound contacts | | Successful OP Transfers |
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| Number of OP Transfers across the report range | | Avg Abandon Rate |
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| abandoned calls per hour across the report range | Occupancy % |
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| (Total active time in minutes / (total non-active time in minutes + total active time in minutes)) * 100 | | Service Level % |
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| (Successful OP Transfers/contacts offered) * 100 |
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(Optional) Click Export to save the report to your local storage.
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