The Schedule Performance report enables you to generate compiles 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 -related data within a defined time frame. This report provides insights into various metrics, including agent count, call handling duration, customer wait times, service level, occupancy, and more. This report enables you to make informed decisions about staffing needs for upcoming shifts.
| Expand |
|---|
| title | Accessing Viewing the Report |
|---|
|
- Click
 Image Added to define the search criteria. The report displays information in both graph and table formats. - On the Schedule Performance window, you can view information only in graph view, table view, or both graph and table view. To select a view, click
 Image Added multiple times and choose between Show only graph, Show only table, and Show graph and table options. - You can select the information 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 - Click
 Image Added to generate the report and save it to your local storage. - Click
 Image Added to display the table information as average values.
|
| Expand |
|---|
| title | Schedule Performance Report Details |
|---|
|
The table displays the following information: 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 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 |
|---|
| title | Field Descriptions| Field | Descriptions |
|---|
| 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 |
|---|