The Schedule Performance report enables you to generate historical call volume data of the previous agent resourcesagents. You can use this report as a reference to determine the number of agents required for future shifts.
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| title | Accessing Viewing the Report |
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To access view the reportnecessary information: - Click
 Image Added to define the search criteria. Click Apply Filter to apply the criteria.
The report displays information in both graph and table formats. Click  Image Added multiple times to choose between Show only graph, Show only table, and Show graph and table options. - You can select the information you want to see in the graph using the options in the drop-down menu. Choose between Agents Logged In, Contacts Offered, Service Level %, Occupancy %, and Avg Abandoned Rate %.
 Image Added The table - 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 four months.
- Time Range: 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.
The report displays the following information: | Expand |
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| | Field | Descriptions |
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| Agents Logged In | Total |
| agents logged in across the |
| Handle Time | Total of waiting time + Incall time + Wrap up time expressed as HH:MM:SS (Hours:Minutes:Seconds) | | Wait Time | Total wait time for all agents expressed as HH:MM:SS | | Wrap Time | Total wrap time for all agents expressed as HH:MM:SS | | Non-Active Time | Logged in but not ready + Pause time expressed as HH:MM:SS | | Contacts Offered | Total number of inbound + outbound contacts | | Successful OP Transfers | Number of |
| operator transfers across the |
| selected time range | | Avg Abandon Rate % |
| Percentage of abandoned calls per hour across the |
| selected time range | Occupancy % | (Total active time in minutes / (total non-active time in minutes + total active time in minutes)) * 100 | | Service Level % | (Successful |
| operator transfers/contacts offered) * 100 |
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