Technical References

Productivity Reports
June 15, 2012 13
■ 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
Team Adherence
The Team Adherence 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 team’s agents are logged in.
To display the report, you must select:
■ Start date
■ End date
■ Teams
■ 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