Unfortunately, we don't have a workforce management system in place. (We're working on that.) For the time being, we have to do our best with what's available in Explore.
We understand how to pull up a variety of metrics to help us understand ticket and call volume. However, we want to be able to compare that information to the number of agents working during that time.
From what I understand, we can't see how many agents were Online during a specific time (even through the Call dataset).
So from what we're thinking, the closest we could get is determining the number of agents that took action on the specific metric we're measuring.
For example, if we're checking to see how many Public Replies were sent during a specific hour, we want to see how many agents had send Public Replies during that hour (as a secondary axis).
The idea is we're trying to understand if the volume of actions is affected by the number of agents working during that hour.
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