PureConnect

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  • 1.  Reporting on Predicted and Actual Occupancy in Optimizer

    Posted 01-17-2019 18:11
    Edited by Greg Brown 01-17-2019 18:14
    We're on a new deployment of Pureconnect (2018R3) and are looking to report on Occupancy, by interval across workgroups and by agents.
    In Optimizer we can view predicted Occupancy by interval across a scheduling group, but can't export the data or report on it separately, nor can we find a report that shows actual occupancy for agents or by <g class="gr_ gr_260 gr-alert gr_gramm gr_inline_cards gr_run_anim Grammar only-ins doubleReplace replaceWithoutSep" id="260" data-gr-id="260">interval</g>.

    Has anyone had any luck with this?
    #PlatformAdministration
    #Reporting/Analytics

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    Greg Brown
    O2E Brands Inc
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  • 2.  RE: Reporting on Predicted and Actual Occupancy in Optimizer

    Posted 01-21-2019 10:49
    We have written custom reports to get these values.  The ACD logged In and call handle times are both available in the database.  The "User Productivity" report has handle time and the "User Availability" report has logged in time, but no report has both.

    We used the IAgentQueueStats view to report this by period.

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    Tim Cannon
    Elevate Credit Services, LLC
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  • 3.  RE: Reporting on Predicted and Actual Occupancy in Optimizer

    Posted 01-22-2019 13:37
    Thanks, Tim! 
    That's very helpful and definitely puts us on the right track.

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    Greg Brown
    O2E Brands Inc
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