Agent Occupancy Report
Updated
The Agent Occupancy Report shows the time agents spend in various statuses in the selected time range, such as training, breaks, and active customer engagement. It includes Metrics and Dimensions that cover the occupancy of agents, such as Total Status Change Count, Time spent in status, Agent Status, and so on. This Report belongs to the Agent Time Card Report Group.
The Agent Occupancy Report is useful for evaluating key performance metrics such as occupancy and utilization percentages. Analyzing productive versus non-productive time provides insights into agent efficiency and resource allocation, aiding in effective workforce management and service optimization.
Attribute | Status |
Behavior of User Custom Fields | User Custom fields are supported in this Report. The field will show the value attribute for that field mapped against the ‘Agent’ Dimension. The User can use the Dimension Configurator to select whether to show the snapshot value or the current value of the field. |
Behavior of Case Custom Fields | Not supported. |
Date Filter | Date. |
Record Creation Time | Every 30 minutes. |
Refresh Frequency | 15 minutes. |
Aggregation Supported | Supported at 15-minute intervals. |
Metrics and Dimensions
The following are the Metrics and Dimensions available under the Agent Occupancy Report:
This concludes our comprehensive coverage of the Agent Occupancy Report. For more details on the Reports available under Service Analytics, please refer to the Detailed Reports Glossary.