Technical References

Productivity Reports
June 15, 2012 11
■ Start date
■ End date
■ Team
■ Interval
The following are the fields that appear in the report.
■ Team
■ Date
■ Occupancy Percent
■ Utilization Percent
■ Adherence Percent
■ Conformity Percent
■ Total Login Time
■ Total In Service Time
■ Total Ready Time
■ Total Talk Time
■ Total Work Time
■ Total Handle Time
■ Total Not Ready Time
■ Calls Handled
■ Number of Not Ready
■ Average Handle Time
■ Average Ready Time
■ Average Talk Time
■ Average Work Time
■ Average Not Ready Time
■ Average Hold Time
■ Calls Per Hour
Team Period Results
The Team Period Results 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.