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  1. Click the Thresholds tab.

  2. Specify values in the following fields as required.

    • Adherence Percentage: Enter a value that indicates an agent's conformance with the scheduled tasks for the contact center, in percentage. The value represents the time The formula used to calculate this value is as follows:
      (Time spent working / Total scheduled time) x 100
      Example: If you expect your agents to conform to the scheduled tasks 85 percent of the time, enter the value 85.

    • Occupancy Percentage: Enter a value that indicates an agent's occupancy for the contact center, in percentage. The value represents the time during which an agent handles calls and performs related activities in the ready state, The formula used to calculate this value is as follows: (Time spent in the ready state / Total available time) x 100
      Example: If you expect your agents to handle calls or perform other scheduled tasks 95 percent of the total time that they are available to do so, enter the value 95.

    • Utilization Percentage: Enter a value that indicates an agent's utilization for the contact center, in percentage.  The value represents the amount of time during which an agent handles calls and performs related activities in the ready state,  expressed  The formula used to calculate this value is as follows: (Time spent in the ready state / Total scheduled time) x 100
      Example: If you expect your agents to handle calls or perform other scheduled tasks 90 percent of the total time that they are scheduled to do so, enter the value 90.

    • Conformance Percentage: Enter a value that indicates an agent's conformance with the scheduled work duration for the contact center, in percentage. The value represents the time during which an agent works, expressed The formula used to calculate this value is as follows: (Time spent working / Total scheduled time) x 100
      Example: If you expect your agents to work 98 percent of the total time that they are scheduled to do so (including starting early or finishing late), enter the value 98.

      Info
      titleNote

      The conformance percentage might be higher than 100% if agents work for a duration that exceeds the scheduled work duration.


    • Schedule Adherence Tolerance: Enter the amount of time that indicates the gap between two events that are initiated by agents and must be reported, in seconds.

      Example: If you want the time between the last reported event and the event that must be next reported to be five seconds, enter the value 5. This ensures that any event that occurs five seconds after the last reported event is reported.

  3. Click Save.
Info

Some of the commonly used terms and their meanings are listed below:

  • Actual Time: The time an agent logs into and performs work on behalf of the organization, as opposed to the scheduled time which is defined by the published working parameters of a shift.
  • Active Time: The total time for all agents which includes Wait Time, Talk Time and Wrap Time expressed as HH:MM:SS.
  • Wait Time: Total wait time for all agents expressed as HH:MM:SS.
  • Talk Time: Total talk 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: The time an agent is logged in but not ready in addition to the Pause Time expressed as HH:MM:SS.
  • Adherence: The time an agent worked and how that time aligns with the time they were scheduled to work. This includes call time, after call wrap, and scheduled activities like meetings and training. This is calculated as (minutes in adherence/total scheduled minutes) x 100.
  • Occupancy: Measures the amount of time an agent spends on call handling activities in the ready state as a percentage of their available time. This is calculated as (time in ready/total available time) x 100.
  • Utilization: Measures the amount of time an agent spends on call handling activities in the ready state as a percentage of their scheduled time. This is calculated as (time in ready/total scheduled time) x 100.
  • Conformance: The total working minutes as compared to the total scheduled minutes. This is calculated as (working minutes/scheduled minutes) x 100.