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The Agent Schedule Forecast History 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. Go to WFO > WFM > Agent Schedule Forecast History.
  2. Set the following input filter criteria:
    • Date Range: Type in the dates or click  and select the dates. You can select a date range of up to twelve months
    • Time Range: Click and select the time range
    • 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:
    • 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
  4. (Optional) Click Export to save the report to your local storage.
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