Technical References

Workforce Management Reports Reference Guide
20 June 15, 2012
Agent Schedule Weekly
The Agent Schedule Weekly report details selected agents’ scheduled activities by
week starting on a selected date.
To display the report, you must select:
■ Date
■ Team or CSQ mapping
■ Agent
You can also select which fields to display, except for Agent, Agent Number, Arrival
Teim, and Departure Time, which are required.
The following are the fields that appear in the report. You can customize the order in
which the fields appear.
■ Agent
■ Agent Number
■ Arr
■ Dep
■ In Service Hours
■ Paid Hours Break
■ Paid Hours Lunch
■ Paid Hours Exception
■ Paid Hours Project
■ Paid Hours Assignment
■ Paid Hours Closed Service
■ Paid Hours Total
Agent Overtime
The Agent Overtime report displays the number of overtime hours worked by selected
agents in selected teams or CSQs over a selected date range.
To display the report you must select:
■ Start date
■ End date
■ Team or CSQ mapping
■ Agent