Contact Center Reporting

« Back to Contact Center Reporting

CUIC - Reporting Occupancy (Real-Time Cumulative)

Combination View Flat View Tree View
Threads [ Previous | Next ]
CUIC - Reporting Occupancy (Real-Time Cumulative)
Answer
5/15/12 11:31 AM
Hello,
 
I'm looking to try and create a real-time occupancy calculation on CUIC (By department on a Real-Time Skill or Service report)
 
Does anyone have any ideas about the best way to do this? Don't seem to have all the components available to build the calculation field. (LoggedonTime, Handle Time Today, Total Idle time, Total Available Time etc)
 
The historical Skill Group reports provide 'PercentActiveTime' and 'PercentUtilization' options which would be useful if we could replicate them for the real-time reports and have them updating real-time for the day.
 

 
Any ideas would be appreciated....
Flag

RE: CUIC - Reporting Occupancy (Real-Time Cumulative)
Answer
5/15/12 3:11 PM as a reply to Kieran Byng.
when you say "by department" do you mean Team?
and
What do you exactly mean by Occupancy? something to show like you say: logged on time, total talk time, total ready time, total not ready time, total ring time, etc?
Flag

RE: CUIC - Reporting Occupancy (Real-Time Cumulative)
Answer
5/15/12 4:33 PM as a reply to Luis Yrigoyen.
By Department, as in the Skill Group or the grouping of Services that route to the Skill Group. (Custom Footer Formula)

I'm looking to identify the Total Handled Time of the agents as a percentage against time spent in Available/Ready.

Total Ready (Available) Today / Total Handled Time Today

Or Identifying the Total Ready Time by subtracting (Handle + Idle) from Total Logged on ... but only Handle and Talk appear to be available fields.

This is reflected on the Historical reports as 'PercentActiveTime' but sadly there isn't a version on the real time reports.

Is there anything I can use?
Flag

RE: CUIC - Reporting Occupancy (Real-Time Cumulative)
Answer
5/15/12 6:47 PM as a reply to Kieran Byng.
It seems easier to me to create a custom report (from scratch and not using the template) and getting all that data from the Skill_Group_Real_Time table.
Flag