.Agent Schedule Forecast History vU17

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:

   Field Descriptions

   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

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