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:

1. 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
2. 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
3.  (Optional) Click Export to save the report to your local storage.