LV24 Pop-Out Help

Page tree

Versions Compared

Old Version 1

changes.mady.by.user Susheel Ashtaputre

Saved on

compared with

New Version 2

changes.mady.by.user Chaitra Ramaprasad

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

...

Expand
titleSchedule Performance Report Details

The table displays the following information:

FieldDescriptions
Agents Logged InTotal agents logged in across the selected time range
Handle TimeTotal of waiting time + Incall time + Wrap up time expressed as HH:MM:SS (Hours:Minutes:Seconds)
Wait TimeTotal wait time for all agents expressed as HH:MM:SS
Wrap TimeTotal wrap time for all agents expressed as HH:MM:SS
Non-Active TimeLogged in but not ready + Pause time expressed as HH:MM:SS
Contacts OfferedTotal number of inbound + outbound contacts
Successful OP TransfersNumber 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
Expand
titleCreating a Saved Search

If you frequently search for information by using the same search criteria, you can save your search criteria for future use. A Saved Search refers to the saved search criteria.

To create a saved search:

  1. Click Image Added.
    The  Filter window appears.

  2. As required, specify values in the filter sections.

  3. If you want to view the results of your search criteria, click Apply Filter.

    Info

    To modify an existing filter, search for the filter in the Saved Filter field. Make any changes as required and click Update Filter.

  4. Click Save Template to save the search criteria. The Save Filter window appears.

  5. In the Name field, specify a name with which you identify the search.

  6. Select the appropriate View Permissions and Edit Permissions. Choose between All, Only me, and Specific Users.
    If you select Specific Users, select the users from the Available list and move to the Selected list.
  7. Click Save.

    The saved search is created, and it appears as an option in the Saved Filter field.

    Info

    The list of saved searches is available for further modifications. Navigate to WFO > Workforce Management > Configuration > Saved Searches to access them.