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:

  1. on the WFO tab, go to Workforce Management > Schedule Performance.
  2. 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.

  3. Click Apply to apply the criteria.

    The report displays the following information:

    FieldDescriptions
    Agents Logged InTotal unique agent IDs across the report range
    Active TimeTotal of waiting time + Incall time + Wrap up time expressed as HH:MM:SS (Hours:Minutes:Seconds)
    Wait TimeTotal wait time for all agents expressed as HH:MM:SS
    Wrap TimeTotal wrap time for all agents expressed as HH:MM:SS
    Non-Active TimeLogged in but not ready + Pause time expressed as HH:MM:SS
    Contacts OfferedTotal number of inbound + outbound contacts
    Successful OP TransfersNumber of OP Transfers across the report range
    Avg Abandon RateAverage 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

  4. (Optional) Click Export to save the report to your local storage.