The Schedule Performance report enables you to generate 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 shifts.
To access the report:
- 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 twelve months
- Time Range: Click the clock icon and select the time range
- Call Center: Select the required call center
- Service: Select the required service
- Click Apply to apply the criteria. The report displays the following information:
- Agents Logged In – Total unique agent IDs across the report range
- Active 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
- 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 – 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 OP Transfers across the report range
- Avg Abandon Rate – Average number of abandon calls per hour across the report range
- Occupancy % – (Total active time in minutes / (total non-active time in minutes + total active time in minutes)) * 100
- Service Level % – (Successful OP Transfers/contacts offered) * 100
- (Optional) Click Export to save the report to your local storage.