Technical References

Workforce Management Reports Reference Guide
12 June 15, 2012
To display the report, you must select:
■ Start date
■ End date
■ Team
■ Interval
You can also select which fields to display, except for Team 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.
■ Team
■ Date
■ Total Login Time
■ Total In Service Time
■ Total Not Ready Time
■ Calls Handled
■ Average Talk Time
■ Average Work Time
■ Occupancy Percent
■ Utilization Percent
■ Adherence Percent
■ Conformity Percent
■ Average Handle Time
■ Average Ready Time
■ Average Hold Time
■ Calls Per Hour
Team Summary
The Team Summary report displays 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:
■ Start date
■ End date