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  • 1.  Activity code report

    Posted 01-23-2025 08:49
    No replies, thread closed.

    My team has a "Phone OT" activity code in the On Queue category. I need to report on all agents who were not only scheduled for OT that day but also completed it. Is there a report for this? Unfortunately, it will take too much time to check manually due to the large call center size.


    #Intraday,Shrinkage,Adherence
    #Reports

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    Linsey Edn
    Call Center Team Lead
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  • 2.  RE: Activity code report

    Posted 01-26-2025 12:42
    No replies, thread closed.

    Not an easy ask.  You can report on status changes under the Agent Performance/Status View, but it will not show the scheduled.  The best I can think of is to export the exception report under Historical Adherence and then use a pivot table to extract that activity and look at the Duration (Adherence) value for that activity.



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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