Workforce Engagement Management

 View Only
Discussion Thread View
  • 1.  Utilization Report

    Posted 11-28-2022 09:13
    Good morning

    I am searching the reports.  Is there a utilization by agent report?  This would give us the % of time in a month that an agent was utilization including onqueue/acw etc.

    Thanks
    shirley
    #WorkforceManagement

    ------------------------------
    Shirley Harbers
    Alcatel-Lucent USA Inc.
    ------------------------------


  • 2.  RE: Utilization Report

    Posted 11-29-2022 10:57
    Hi Shirley,

    When you are in the Agent Status view, you can add the column "Occupancy" which is defined as.

    The percentage of time that call agents spend handling interactions against the available or idle time calculated by:

    percent; (total time in "Interacting" routing status / (total time in "idle", "interacting", and "communicating" routing statuses in interval)) * 100; range: 0-100%



    ------------------------------
    Penny Petrie
    Camis Inc
    ------------------------------



  • 3.  RE: Utilization Report

    Posted 11-29-2022 11:28
    Thanks Penny - I do not see a report Agent Status view - am I looking in the wrong place?  Still new to all of this and weeding my way through with the help of this group.

    Shirley

    ------------------------------
    Shirley Harbers
    Alcatel-Lucent USA Inc.
    ------------------------------



  • 4.  RE: Utilization Report

    Posted 11-29-2022 11:47
    sorry, you have to got to Performance >> Workspace >> Agent Status



    ------------------------------
    Penny Petrie
    Camis Inc
    ------------------------------



  • 5.  RE: Utilization Report

    Posted 12-01-2022 08:19
    Thanks so much Penny - I was hoping for a report but this is a good start.

    Regards
    Shirley

    ------------------------------
    Shirley Harbers
    Alcatel-Lucent USA Inc.
    ------------------------------