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Default Reports Metrics

Eugene Cheok
Eugene Cheok
  • Updated

Below is a list of metrics currently available for the Default Agent Attendance Report feature. You will find the exact definitions for each metric and formulas for some of the metrics we use. 

Agent Attendance Report Metrics

Time-off Report Metrics

Agent Attendance Report Metrics

Metric Description Formula
Scheduled time

Total amount of time the agent was scheduled to work for the time frame requested. Please note, schedules will have to be published to be counted. 

 N/A
Total Time

Total amount of time the agent was logged in within the time frame requested.

 N/A
Attendance (Rate)

Measure of the hours an agent is scheduled to work compared to the hours the agent actually worked within the time frame requested by the user in the date range.

 Number of hours the agent is working / Number of hours the agent was scheduled to work
Attendance (Duration)

The actual amount of hours agents worked on timeframes they were scheduled to work (regardless of complying or not with the schedule to which the agents were allocated) within the time frame requested.

 N/A
Occupancy Rate

Occupancy Rate (which is sometimes referred to as Utilization) helps you to understand how much of an agent's time is spent on Support-related activities vs. non-support activities within their paid time. Industry-standard is at 75-85%.

 Productive time / Paid Time
Unpaid General Task (Duration)

Sum of all time an agent tracked in a General Task where Excluded from Occupancy is selected.

 N/A
Late (Occurrences)

Count of occurrences where the agent logged in after the time set in schedule to start shift. This can happen more than once a day.

 Count clock in time after schedule start time
Late (Duration)

Sum of the time elapsed between the shift start and the actual moment that the agent logged in within the date range picked

 Sum of time of clock in time after schedule start time
Left Early (Occurrences)

Count of occurrences where the agent logged off before the time set in schedule to end shift. This can happen more than once a day.

 Count clock out time before schedule end time
Left Early (Duration)

Sum of the time elapsed between the moment that the agent logged off until the time the shift is marked to end for the occurrences identified within the date range picked

 Sum of time of clock out before schedule end time
Overtime (Occurrences)

Count of occurrences where there's time recorded outside the scheduled one. This can happen more than once a day as the agents can have +1 shift per day.

 Count of clock out time outside of scheduled times
Overtime (Duration)

Sum of any recorded time outside of the scheduled time for the occurrences identified within the date range picked

 Sum of time of clock out time outside of scheduled times

 

Time-Off Report Metrics

Metric Description Formula

Approved (Occurrences)

Count of occurrences of Approved Planned and Unplanned Occurrences

 N/A

Approved (Duration)

Sum of time of Approved Planned and Unplanned Occurrences

 N/A
Unplanned (Occurrences)

This comes from Time Off Request Reason Types and these are the ones classified has Type = Unplanned.

 Count of Unplanned Occurrences for the requested time frame
Unplanned (Duration)

This comes from Time Off Request Reason Types and these are the ones classified has Type = Unplanned.

 Sum of time of unplanned occurrences for the requested time frame
Planned (Occurrences)

This comes from Time Off Request Reason Types and these are the ones classified has Type = Planned.

 Count of planned occurrences for the requested time frame
Planned (Duration)

This comes from Time Off Request Reason Types and these are the ones classified has Type = Planned.

 Sum of time of planned occurrences for the requested time frame

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