Technical References

Workforce Management Reports Reference Guide
14 June 15, 2012
■ Date
■ Total Login Time
■ Total In Service Time
■ Total Not Ready Time
■ Calls Handled
■ Occupancy Percent
■ Utilization Percent
■ Adherence Percent
■ Conformity Percent
Team Agent Period
The Team Agent Period report displays statistics for selected teams’ agents 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
■ Team
■ 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
■ Average Talk Time
■ Average Work Time
■ Occupancy Percent
■ Utilization Percent