1.2.4 Queue Occupancy
The Queue Occupancy Report shows for each queue the occupancy rate for each agent. It shows the time an agent is occupied in a queue in percentage, which can be used as a measurement how the agents perform.
The report includes the following information:
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Header Item
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Explanation
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Report Properties
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Shows the report type and the name of the report.
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Report Period
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The time period covered in the report.
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Recurrence
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Whether the report is a recurring report. If not, it is created as a one time report.
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Scheduled at
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The date (dd/mm/yyyy) and time (hh:mm), when the report has been generated.
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Included extensions
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List of the agents included in the report. If agents have been manually selected for the report, they are listed with their extensions.
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Recipients (X)
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The recipients that have been selected to receive the report are listed with their email addresses.
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Scheduled by
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Email address of the person who created the report.
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Description
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Optional description of the report added when creating the report.
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Table Item
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Explanation
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Queue Name
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Listing the queues.
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Queue Extension
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Listing the queues’ extensions.
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Agent Name
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Listing the names of the agents of the respective queue.
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Agent Extension
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Listing the extensions of the agents of the respective queue.
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Total Ring Time
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The total time calls from this queue were ringing at the agent.
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Total Talk Time
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The total talk time of all inbound calls handled by the agent for the respective queue.
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Availability
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The time that the agent spent in the active state (was logged into the queue).
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Availability (%)
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The time in percentage the agent had an active queue status and was available for calls from the queue.
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Unavailable Time
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The time that the agent spent in the inactive state (was not logged into the queue) or was not a member of the queue.
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Occupancy (%)
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The time in percentage the agent was actively engaged in interaction handling activities for the respective queue, the agents’ Total Talk Time in relation to the agents Availability.
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Queue Occupancy Reports also contain diagrams as a visual aid:
By clicking on Occupancy Diagram you can access a visual overview showing per queue the occupancy in percentage for each agentHover over a bar to see the exact number.Click on an agent's name to hide them from the diagram.You can download a diagram using the DOWNLOAD button at the bottom right.