Technical References

Workforce Management Reports Reference Guide
24 June 15, 2012
Agent Task Percentages
The Agent Task Percentage report displays selected agents’ activities in terms of
percentages of total work time for selected agents over a selected date range, by day,
week, or month.
You can also select which fields to display, except for Agent and Date, which are
required.
You must select the following to display the graph:
■ Start date
■ End date
■ Team or CSQ mapping
■ Agents
The following are the fields that appear in the report. You can customize the order in
which the fields appear.
■ Agent
■ Date
■ Percent In Service
■ Percent Break
■ Percent Lunch
■ Percent Exception
■ Percent Project
■ Percent Assignment
■ Percent Closed
■ Percent Overtime
■ Username
Agent Task Graph
The Agent Task Graph chart is a visual representation of the percentage of time
selected agents in a selected CSQ over a selected date range spend doing the
following activities:
■ Assignment
■ Break
■ Closed
■ Exception