The Schedule Performance report enables you to generate historical call volume data of agents. You can use this report as a reference to determine the number of agents required for future shifts.
To view the necessary information:
- Click
to define the search criteria. Click Apply Filter to apply the criteria.
The report displays information in both graph and table formats. Click
multiple times to choose between Show only graph, Show only table, and Show graph and table options.- You can select the information you want to see in the graph using the options in the drop-down menu. Choose between Agents Logged In, Contacts Offered, Service Level %, Occupancy %, and Avg Abandoned Rate %.
The table displays the following information:
Field Descriptions Agents Logged In Total agents logged in across the selected time range Handle 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 operator transfers across the selected time range Avg Abandon Rate % Percentage of abandoned calls per hour across the selected time range Occupancy %
(Total active time in minutes / (total non-active time in minutes + total active time in minutes)) * 100 Service Level % (Successful operator transfers/contacts offered) * 100 Click
to generate the report and save it to your local storage.- Click
to display the table information as average values.