The Schedule Performance report enables you to generate compiles historical call volume data of agents. 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.
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| To view the necessary information: |
- Click
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criteria.Click Apply Filter to apply the
- The report displays information in both graph and table formats
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- 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
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to - and 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 %.
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| title | Schedule Performance Report Details |
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The table displays the following information: | Field | Descriptions |
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| Agents Logged In | Total agents logged in across the selected time range | | 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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Click Image Removed to generate the report and save it to your local storage. Click Image Removed to display the table information as average values. |