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Adhésion le 06 sept. 2024
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Dernière activité le 04 nov. 2024
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GUJU a créé une publication,
For agents who are on Overtime, we need to plot workstreams / or activity so as not to impact adherence. But if we modify the schedule to match the adherence, it will not count anymore as overtime on the agent attendance page since it is now part of the schedule. How do we then report on the true overtime of agents or separate original scheduled time from overtime?
Publication le 04 nov. 2024 · GUJU
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GUJU a ajouté un commentaire,
Hello Just want to follow up on this please?
sample of ticket ID with one workstream assigned at one point and then no workstream at another point.
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Afficher le commentaire · Publication le 28 oct. 2024 · GUJU
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GUJU a ajouté un commentaire,
Hello,
The occupancy described in the report is more of a utilization. How do we get the “true occupancy” in such a way that we only inlude the productive time and avail time. Ideally this measures % of time agents are actively engaged in interaction handling activities compared to their total time logged in. Can we create a customized formula : productive time / productive time + idle time (untracked time)
Afficher le commentaire · Publication le 28 oct. 2024 · GUJU
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GUJU a ajouté un commentaire,
I agree on the request above. It will save a lot of time if it states which line has an error.
Afficher le commentaire · Publication le 23 oct. 2024 · GUJU
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GUJU a ajouté un commentaire,
Hello,
Just want to raise why would there be tickets that are tagged under a particular workstream at one interval and then did no workstream on some intervals.
example here.
Afficher le commentaire · Publication le 18 oct. 2024 · GUJU
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GUJU a ajouté un commentaire,
Hello,
just want to ask why the scheduled column in the forecast vs actual report is showing zero even though we have agents scheduled.
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Afficher le commentaire · Publication le 18 oct. 2024 · GUJU
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GUJU a ajouté un commentaire,
Hello,
What does unified offline mean? Is idle time counted under unified offline? I got a report in omni channel for the duration per state and compared it to agent activity in tymeshift. In the example below, tymeshift recorded untracked activity from 18:01 to 19:00, but the omni channel report would have that broken down to lunch and unified offline.
Is there a separate state for true ‘idle’ time? the reason why i asked is i am trying to build an occupancy and utilization reports.
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Afficher le commentaire · Publication le 10 sept. 2024 · GUJU
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GUJU a ajouté un commentaire,
Hello,
How do i get access to export agent activity in excel? Is this available for Inbound or talk only? I would want to get similar report that would show time spent per ticket id and per activity (untracked, coaching, meeting or other general tasks)
Afficher le commentaire · Publication le 06 sept. 2024 · GUJU
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