Technical References

Workforce Management Reports Reference Guide
36 June 15, 2012
customized values do persist from report to report if you do not
navigate away from the page.
You can also select which fields to display, except for Agent and Team, 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 and Team Agent scope)
■ Team (Team and Team Agent scope)
■ Average Quality Score
■ Average Calls Per Hour
■ Adherence Percent
■ Conformity Percent
■ Occupancy Percent
■ Utilization Percent
■ Average Handle Time
■ Average Talk Time
■ Average Work Time
■ Average Hold Time
■ Average Ready Time