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GUJU
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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?
已于 2024年11月04日 发布 · GUJU
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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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查看评论 · 已于 2024年10月28日 发布 · GUJU
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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)
查看评论 · 已于 2024年10月28日 发布 · GUJU
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GUJU 进行了评论,
I agree on the request above. It will save a lot of time if it states which line has an error.
查看评论 · 已于 2024年10月23日 发布 · GUJU
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GUJU 进行了评论,
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.
查看评论 · 已于 2024年10月18日 发布 · GUJU
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GUJU 进行了评论,
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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查看评论 · 已于 2024年10月18日 发布 · GUJU
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GUJU 进行了评论,
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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查看评论 · 已于 2024年9月10日 发布 · GUJU
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GUJU 进行了评论,
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)
查看评论 · 已于 2024年9月06日 发布 · GUJU
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