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.
Accessing the Report
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:
| Field | Descriptions |
|---|
| 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 | | 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 abandoned 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 |
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(Optional) Click Export to save the report to your local storage.