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- Click the Thresholds tab.
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 title Note 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.
- Click Save.
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Some of the commonly used terms and their meanings are listed below:
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