421 Team Intraday Staffing
Definition
Ready agents for voice, chat and email and handled Contact Center inbound and outbound tasks as the sum of all selected teams for the current day based on the locally configured b+s time zone per interval
This report shows ready agents for voice, chat and email and handled Contact Center inbound and outbound tasks as sum of all selected teams per interval for the current day. This provides an intraday visualization and serves to visualize the course over the day.
note
Optionally, set the time filter in the filter dialogue to your business hours to only show these data. Leave the "Date Range" on Today, as this report only works for the current day.
Main data source: Agent_Skill_Group_Interval
Screenshots
Field description
| Field name | Description | Formula |
|---|---|---|
| DateTime | Date and start time of the interval sum | |
| Date | Date of the interval sum | |
| Time | Start time of the interval sum | |
| VoiceReadyHeads | Number of agents for Voice which are not in the "Not Ready" status (LoginTime - NotReadyTime) | ReadyTime / Sekunden pro Intervall |
| VoiceReadyTime | Number of hours for Voice where agents are not in the "Not Ready" status (LoginTime - NotReadyTime) | ReadyTime / 3600 |
| ChatReadyHeads | Number of agents for Chat which are not in the "Not Ready" status (ChatLoginTime - ChatNotReadyTime) | ChatReadyTime / Sekunden pro Intervall |
| ChatReadyTime | Number of hours for Chat where agents are not in the "Not Ready" status (ChatLoginTime - ChatNotReadyTime) | ChatReadyTime / 3600 |
| EmailReadyHeads | Number of agents for Email which are not in the "Not Ready" status (EmailLoginTime - EmailNotReadyTime) | EmailReadyTime / Sekunden pro Intervall |
| EmailReadyTime | Number of hours for Email where agents are not in the "Not Ready" status (EmailLoginTime - EmailNotReadyTime) | ChatReadyTime / 3600 |
| OverallHandled | Number of handled Contact Center inbound and outbound tasks | ACDHandled + ACDCallback + DNExtOut + OutboundHandled + ChatHandled + MRHandled |
| AvgOverallHandleTime | Average handling time of Contact Center inbound and outbound tasks | (ACDHandleTime + ACDCallbackTime + DNExtOutHandleTime + OutboundHandleTime + ChatTalkTime + MRTalkTime) / (ACDHandled + ACDCallback + DNExtOut + OutboundHandled + ChatHandled + MRHandled) |
| ACDHandled | Number of answered Call Center calls (incremented upon completion of wrap-up) | |
| AvgACDHandleTime | Average handling time of Call Center calls in seconds from answering to end of wrap-up (sum of talk, hold and wrap-up time) | ACDHandleTime / ACDHandled |
| ACDCallback | Number of executed ACD Callbacks (automated outgoing callbacks from available agents) | |
| AvgACDCallbackTime | Average time in seconds for dialing and handling of callbacks (ends after wrap-up) | ACDCallbackTime / ACDCallback |
| DNExtOut | Number of external outgoing calls made which are not associated with Call Center calls placed on hold | |
| AvgDNExtOutHandleTime | Average total handling time of external outgoing calls which are not associated with Call Center calls placed on hold in seconds from seizure of the line to end of wrap-up (sum of talk, hold and wrap-up time) | DNExtOutHandleTime / DNExtOut |
| OutboundHandled | Number of Outbound calls made (incremented upon completion of wrap-up) | |
| AvgOutboundHandleTime | Average total handling time of Outbound calls in seconds from dialing for Preview or to placement of call for Predictive to end of wrap-up (sum of talk, hold and wrap-up time) | OutboundHandleTime / OutboundHandled |
| ChatHandled | Number of handled Chat tasks (incremented upon completion of wrap-up) | |
| AvgChatTalkTime | Average time in seconds which Chat tasks are active (call duration without hold time) | ChatTalkTime / ChatHandled |
| MRHandled | Number of handled Media Routing tasks without Chat (incremented upon completion of wrap-up) | |
| AvgMRTalkTime | Average time in seconds which Media Routing tasks without Chat are active (call duration without hold time) | MRTalkTime / MRHandled |