| 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 |
