Technical References

Productivity Reports
June 15, 2012 7
Productivity Reports
The following reports are in the Productivity Reports category:
■ Agent Productivity (page 8)
■ Agent Period Results (page 9)
■ Agent Adherence (page 10)
■ Team Productivity (page 10)
■ Team Period Results (page 11)
■ Team Summary (page 12)
■ Team Adherence (page 13)
■ Team Agent Period (page 14)
■ Team Agent Adherence (page 15)
Recalculating Data for Productivity Reports
It might become necessary to correct a schedule for a past day and recompute
adherence and conformity calculations so that agent and team productivity statistics
are correct.
The WFM Adherence Conformity Calculator (ACC) service processes data from the
daily schedule and agent status table and computes the adherence and conformity
percentages for historical productivity reports every day.
If you make changes in a past schedule and need to recompute this data, perform the
following steps.
To recompute adherence and conformity data:
1. On the server that hosts the Transaction services, open the com_odysoft_
calabrio_scheduler.properties file in a text editor.
2. Locate the lastHistoricalDay property section.
3. Change the value (the default value is –5, meaning 5 days in the past) to a
value that includes the date whose schedule you changed.
NOTE: The higher the value you enter, the longer it will take for the data to
be recalculated. The recommended maximum value is –14.
4. Save your changes.
5. Restart the ACC service so that the property value change takes effect.