Agent Occupancy

Owned by PeterF (Deactivated)
Sept 06, 2016
2 min read

Overview

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.

Supervisors should pay attention to the total time logged in, time spent paused as well as the total handling time.  High numbers in any of these areas, when compared to other agents in similar roles, should be viewed as an issue that requires investigation. 

The Occupany rate should not be considered at face value, particulary if you are using the 'variable wrap time' feature. Agents can artifically increase their occupancy rate by increasing the amount of time they spend in wrap as well as by reducing the hours they spend logged into the system. 

Selection Criteria

Details

Fields

Field Description
Interval The start time of the time interval from which the values of the other fields are accumulated. e.g. if the selected reporting interval was 'Hourly' and the interval field was 1:00am, then the values of the other fields would be an accumulation of work down by an agent from 1:00am to 2:00am.
Agent The name and username of the agent.
Outbound Call Duration The total time the Agent spent making outbound calls during the interval.
Handling time The total, average and maximum handling time for the given agent during the interval. Handling time is talk time plus wrap time.
Pause time The total, average and maximum time the agent spent paused during the interval.
Logged in time The total time the agent spent logged in during the interval.
First login The first time the agent logged in during the interval.  The field will be blank if the agent didn't log on during the interval.
Last Log off The last time the agent logged off during the interval. The field will be blank if the agent didn't log out during the interval.
Occupancy Percentage of time the agent spent handling calls against the total logged in time during the interval.