Agent Occupancy

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.