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.
Filters
The report filters allow you to control the set of data returned by the report:
Date Range
You can set a Date range that you want to view details for by selecting a Start and End date.
Interval
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.
Queue
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.
Agent
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.