The occupancy statistics (status) allow you to know the period during which your agents are in production, unavailable or occupied.
1. Access the occupancy report
To access the productivity report, go to "Reports" > "Team activity" then choose the report "Occupation".
2. Consult the occupancy data
The page you get consists of 4 elements :
(1) The filter selection:
Filter data based on results desired. You can apply a filter by channel, project, type of view (agent, group, skill) and date.
Follow the productivity of your agents from this page. You will find various indicators such as production rates, unoccupancy rates, etc.
(2) The indicators
You will find the list of indicators in this report and what they correspond to in the article definition of indicators.
(3) The graphics
They show the evolution of indicators as well as the percentage distribution according to the selected view (agent, skill, etc.)
(4) The data table
It presents detailed numerical tabular data. You can check the details of each line by clicking on the "pen" icon or exporting the table in CSV format using this symbol .
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