Technical References

Workforce Management Reports Reference Guide
10 June 15, 2012
■ Calls Per Hour
Agent Adherence
The Agent Adherence report displays performance statistics for selected agents over a
selected date range, by day, week, or month. Statistics are reported only for time
periods during which the agent was logged in.
To display the report, you must select:
■ Start date
■ End date
■ Team or CSQ
■ Agents
■ Interval
You can also select which fields to display, except for Agent and Date, which are
required.
The following are the fields that appear in the report. You can customize the order in
which the fields appear.
■ Agent
■ Date
■ Total Login Time
■ Total In Service Time
■ Total Not Ready Time
■ Calls Handled
■ Occupancy Percent
■ Utilization Percent
■ Adherence Percent
■ Conformity Percent
■ Username
Team Productivity
The Team Productivity report displays performance statistics for selected teams over a
selected date range, by day, week, or month. Statistics are reported only for time
periods during which the teams’ agents are logged in.
To display the report, you must select: