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An agent utilization profile report provides historical time utilization data for a
selected agent presented in a series of uniform time bands. The interval time
governing the time bands can be anything from one minute up to 999 weeks. The
report is presented in a time band per column format. Pagination of the report occurs if
either there are too many time bands to fit in the height of a page or there are too many
statistics parameters to fit in the width of a page.
Utilization percentages can be calculated with respect to either each profile interval or
the agent/extension logged on time with each profile interval.
The times shown are a percentage normalized to the shift that you collated the
Note
report with.
The parameters for Utilization reports are shown in
ACD only, Non-ACD only or both on the same report:
Table 11 Utilization Report Parameters
Percentage/Total
Call Time Incoming Calls
Call Time Outgoing Calls
Call Time Internal Calls
Held Time Incoming Calls
Held Time Outgoing Calls
Held Time Internal Calls
Availability Wrap-up✱
Availability Unavailable✱
Availability Busy✱
Availability Idle✱
Availability Detailed✱
Codes 1~10 (reasons for missed
calls)
Miss (missed calls)
Unav (DKT button)
Insight CTX Supervisor Guide 04/03
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