Technical References

Workforce Management Reports Reference Guide
8 June 15, 2012
Agent Productivity
The Agent Productivity report displays performance statistics for selected agents over
a selected date range, by day, week, or month. Statistics are reported only for time
periods during which the agent was logged in.
To display the report, you must select:
■ Start date
■ End date
■ Team or CSQ
■ Agents
■ Interval
The following are the fields that appear in the report.
■ Agent
■ Username
■ Date
■ Occupancy Percent
■ Utilization Percent
■ Adherence Percent
■ Conformity Percent
■ Total Login Time
■ Total In Service Time
■ Total Ready Time
■ Total Talk Time
■ Total Work Time
■ Total Handle Time
■ Total Not Ready Time
■ Calls Handled
■ Number of Not Ready
■ Average Handle Time
■ Average Ready Time
■ Average Talk Time
■ Average Work Time
■ Average Not Ready Time