Gina
I can capture calls handled and AHT at a queue level and Agents make OB calls in a different queue than IB calls.
My difficulty is capturing the idle time/occupancy at an agent level or even at a queue level.
I cannot find any dashboards or data points that have idle time that can be shown for only IB calls or queues or for only OB calls and queues. The API pull has a sum of idle time per agent but no designation of the source of the idle time so I cannot calcluate for IB vs OB.
Thank you
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Gregory Sayers
Dialer Manager, Elevate Credit
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Original Message:
Sent: 12-21-2025 16:36
From: Gina Palmer
Subject: IB Occupancy calculation and OB Occupancy calculation
Hi @Gregory Sayers!
Are you referring to outbound dialer, when you say Outbound? Are you running those Outbound dialer calls through their own queue? If you are looking for calls handled, you could run an Agent Performance report (workspace) and then filter by the queue name. this will show you performance related to calls just in that queue for the individual agents.
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Gina Palmer
Manager, Workforce Management
Papa, Inc.
Original Message:
Sent: 12-20-2025 11:36
From: Gregory Sayers
Subject: IB Occupancy calculation and OB Occupancy calculation
We need a way to calculate Occupancy (Idle) for only IB calls agents handled and also for only OB calls.
Out agents are shifted from OB to IB when spikes occur so we need to be able to differentiate their stats
There are agent level idle stats but this is sum of all calls handled; I cannot find a way to see which calls are IB and which are OB.
Anyone out there with a solution?
#Reporting/Analytics
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Gregory Sayers
Dialer Manager, Elevate Credit
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