Metric |
Description |
Formula |
Scheduled time
|
Total amount of time the agent was scheduled to work for the time frame requested. Please note, schedules will have to be published to be counted.
|
N/A |
Total Time
|
Total amount of time the agent was logged in within the time frame requested.
|
N/A |
Attendance (Rate)
|
Measure of the hours an agent is scheduled to work compared to the hours the agent actually worked within the time frame requested by the user in the date range.
|
Number of hours the agent is working / Number of hours the agent was scheduled to work |
Attendance (Duration) |
The actual amount of hours agents worked on timeframes they were scheduled to work (regardless of complying or not with the schedule to which the agents were allocated) within the time frame requested.
|
N/A |
Occupancy Rate
|
Occupancy Rate (which is sometimes referred to as Utilization) helps you to understand how much of an agent's time is spent on Support-related activities vs. non-support activities within their paid time. Industry-standard is at 75-85%.
|
Productive time / Total Time |
Unpaid General Task (Duration)
|
Sum of all time an agent tracked in a General Task where Excluded from Occupancy is selected.
|
N/A |
Late (Occurrences)
|
Count of occurrences where the agent logged in after the time set in schedule to start shift. This can happen more than once a day.
|
Count clock in time after schedule start time |
Late (Duration)
|
Sum of the time elapsed between the shift start and the actual moment that the agent logged in within the date range picked
|
Sum of time of clock in time after schedule start time |
Left Early (Occurrences)
|
Count of occurrences where the agent logged off before the time set in schedule to end shift. This can happen more than once a day.
|
Count clock out time before schedule end time |
Left Early (Duration)
|
Sum of the time elapsed between the moment that the agent logged off until the time the shift is marked to end for the occurrences identified within the date range picked
|
Sum of time of clock out before schedule end time |
Overtime (Occurrences)
|
Count of occurrences where there's time recorded outside the scheduled one. This can happen more than once a day as the agents can have +1 shift per day.
|
Count of clock out time outside of scheduled times |
Overtime (Duration)
|
Sum of any recorded time outside of the scheduled time for the occurrences identified within the date range picked
|
Sum of time of clock out time outside of scheduled times |
5 comments
John-Paul Page
I have tried multiple different searches and struggled to find an answer to this. Overtime reporting; payment is made for over an agent scheduled hours if agreed. We want to report on this and this is the only metric I appear to not be able to report on, why is this so hard when it is basic payroll requirement / management
0
John-Paul Page
Overtime - why is it so difficult to report on agreed payable overtime with this system? All hours are classed as overtime if beyond schedule, but how do you differentiate between what is agreed to be paid and not?
0
Sharon Martin
How can we run reports on time-off for future? Also, how do we run a report and show the right time/date? Currently reporting for someone in central time will show two days with the time breakdown of the day off = 23 hours, the next day be 0:59:59.
0
Samanta Velho
Hi John-Paul Page!
With the default Agent Attendance report on the Reports page, I believe you can achieve what you're looking for. To do this, please follow these steps:
By making these changes, you'll be able to see each type of activity and determine if it was overtime and whether it's a paid activity or not.
Please note the following defaults:
If you have any further questions or need assistance with this process, please let me know.
Best regards,
Samanta
0
Samanta Velho
Hi Sharon Martin !
To run reports on future time-off, you can use the exporting schedule capability available on the schedule page (more details can be found here). If you select future dates to collect information from, the exported file will include the relevant time-off data.
Regarding the issue with time and date reporting, it sounds like it may be related to the time zone settings. You might need to check the time zone picker and update it to the desired time zone to ensure accurate time and date display. You can find more information on how to do this in our Help Center article here.
Hope this helps! If you have any further questions or need additional assistance, please feel free to reach out.
Samanta
0