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.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 01-23-2025 08:48
From: Linsey Edn
Subject: Activity code report
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.
#Monitoring/Adherence
#Reports
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Linsey Edn
Call Center Team Lead
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