Agent Occupancy shows the amount of time an Agent was engaged in contact center activities vs non-contact center activities. Contact center activities include time spent on calls, chats, emails, Wrap-up, or After-Call Work.

Parameters 

  • From: Start date; can include date and time in the format 06/30/2020 09:00

  • To: End date; can include date and time in the format 06/30/2020 17:00

  • Teams: A list of all Teams. Selecting a Team auto-selects all Agents within that Team. Agents can be removed from the report in the Agents section.

  • Agents: A list of all Agents.

  • Include non-active Agents: Adds all deleted Agents to the list.

  • Send To: Emails the report in PDF format to any address entered here.

PDF 

  • Occupied %: The percentage of total login time that an Agent spent On Call, On Chat, On Email, Wrap-up, or After-Call Work.

  • Occupied Time: The total amount of time that an Agent spent in the Occupied statuses.

  • Idle %: The percentage of total login time that an Agent did not spend On Call, On Chat, On Email, Wrap-up, or After-Call Work.

  • Idle Time: The total amount of time that an Agent spent in non-Occupied statues.

  • Total Login Time: The total time that an Agent spent logged in.

CSV 

  • Full Name: The first and last name of the Agent as set in the Agent’s profile.

  • Occupied %: The percentage of total login time that an Agent spent On Call, On Chat, On Email, Wrap-up, or After-Call Work.

  • Occupied Time: The total amount of time that an Agent spent in the Occupied statuses.

  • Idle %: The percentage of total login time that an Agent did not spend On Call, On Chat, On Email, Wrap-up, or After-Call Work.

  • Idle Time: The total amount of time that an Agent spent in non-Occupied statues.

  • Total Login Time: The total time that an Agent spent logged in. 

Important:

  • This is a cumulative report. It totals all the statistics for the entire time frame that the report is run for.

  • This report totals all Agents together for complete contact center occupancy reporting.