Technical References

Productivity Reports
June 15, 2012 15
■ Adherence Percent
■ Username
■ Conformity Percent
■ Average Handle Time
■ Average Ready Time
■ Average Hold Time
■ Calls Per Hour
Team Agent Adherence
The Team Agent Adherence report displays performance 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
■ Teams
■ 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