Agent Utilization Report

As a supervisor, it is important to know how each individual agent is performing. Are all of the calls being evenly distributed to each agent? Are certain agents declining more calls than accepting? Do you have an agent that is taking longer breaks than the rest of the team?

The Agent Utilization report is useful for supervisors who want to keep track of their agent’s logged-in time, breaks, availability, and more. These reports also provide totals, averages, maximum and minimum columns - when you have selected more than one day in the report time span. 

1. To create a "Utilization" Report navigate to "Call Center" > "Analytics & Reports" > "Contact Center Reports". 
2. Click and complete the necessary fields: 
   1. Report Name - Use a descriptive name indicating the data and timeframe so you can always refer back to it for future reference.  
   2. Report Type - Select "Utilization".
   3. Report Duration - Choose the date range you want to see results for (e.g., Hourly, Daily, Weekly, Monthly, Yearly, User Defined).
   4. Calculation Period - this is how your reporting will be broken out. Currently only 1 Day is supported for this option.
   5. Time Format - Select your preferred Time Format (HH:MM:SS vs. Seconds)
   6. Statistics - Check off the metrics you would like to report on. A detailed breakdown of metrics is included in the table below. 
   7. Filter - This will allow you to select single or multiple agents. 
3. Hit "Done" and your report will display under "Contact Center Reports".
   1. 1. From this view you can edit reports, export to excel, or view in Contivio.