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Agent Occupancy
Provide details on what amount of time each agent is spent logged into call queues.
Intended Use
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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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