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:
on the WFOtab, go toWorkforce Management>Schedule Performance.
Set the following input filter criteria:
Date Range: Type in the dates or click the calendar iconand select the dates. You can select a date range of up to four months.
Time Range: Select the time range from theTime Range dropdownlist.
Call Center: Select the required call center.
Service: Select the required service.
ClickApplyto 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
(Optional) ClickExportto save the report to your local storage.