Specifications

CHAPTER 8 NDA-24213
Page 140
Issue 3.0
MIS Menu Commands
Reports Menu
6.1.4 Agent Staffing Report
Figure 8-50 Agent Staffing Report - Single Agent
The Agent Staffing Report lists the amount of time agents have spent in specific states (such as Ready,
Ring, Talk, Work, and Break).
The
TOTAL
line at the end of the report gives the sum of the time amounts, and a second line,
TOTAL(%)
, provides the percentages of each total in relation to the total time available. An
explanation of the procedures used for calculating these percentages is in Chapter 12, “MIS Statistical
Definitions and Methods.”
This report can be generated for a single agent or for all available agents.