Time Scheduled allows you to see how many hours within a given reporting period that an agent has been scheduled for. This time is pulled from the schedule you create for your agents.
Note 1: You must create schedules for agents in order to use this metric. If you have not created schedules, the value of this metric will always be zero.
Note 2: Time Scheduled shows the total amount of time agents were scheduled for, including unpaid activities such as Lunch. For example, a standard 8am-5pm shift is 9 hours in length, but includes a 1 hour unpaid lunch break. Time Scheduled will show the full 9 hours.
Common uses of Time Scheduled
Time Scheduled is useful to understand how much time an agent was scheduled to work within the reporting period you specify, such as a week. It's also a great high-level way to understand how many hours you've scheduled for your entire workforce. For example, you can see you've scheduled 500 hours on Monday for Tier 1 Support and 450 hours on Tuesday for Tier 1 Support.
Downfalls of Time Scheduled
Don't forget to compare Time Scheduled with the agent's Total Time to see how much time they were scheduled to work compared to how much time they actually worked. Additionally, Time Scheduled will not provide any visibility into the agent's intraday schedule and if it was followed. To understand this, we recommend using our Schedule Adherence metric.
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