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Agent Occupancy
Provide details on what amount of time each agent is spent logged into call queues.
Intended UseAgent Occupancy
The Agency Occupancy report is intended to allow a supervisor to monitor agents to ensure that they are making themselves available to take calls as per company policy.
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The report filters allow you to control the set of data returned by the report:
Date RangeQueue Route Report
You can set a Date range that you want to view details for by selecting a Start and End date.
IntervalQueue Route Report
You can also select an 'Interval' which controls the level of detail you see. For example if you select an Interval of 'Day' then there will be one line per day for each Queue Route combination. If you selected 'Quarter Hour' then there will be one line per 15 minute interval for each Queue Route combination.
QueueQueue Route Report
You can select one or more queues to report on. To select multiple Queues hold the control key down when you click on a queue name. You can deselect a Queue by clicking on it again. Clicking a Queue name without holding down the Control key will deselect all queues except for the one you click on.
AgentQueue Route Report
You can select one or more agents to report on. To select multiple Agents hold the control key down when you click on a Agent name. You can deselect an Agent by clicking on it again. Clicking an Agent name without holding down the Control key will deselect all Agents except for the one you click on.
Columns Displayed
Interval
Agent
Outbound Call Duration
Handling time Total
Handling Time Avg.
handling Time Max
Pause Time Total
Pause Time Avg.
Pause time Max
Logged in time
First Login
Last Log off
Occupancy