Multi-Service Productivity report
Use this report to see how much time agents spend on each type of work item.
For each agent you can see the time spent assigned to different service items in Available, Away, Assigned, or Idle status and a utilization calculation in percentage. It also reports the time spent handling concurrent assignments, and the maximum number of assignments.
Reported data:
- Available
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Total time logged in as Available.
- Away
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Total time logged in as Away.
- Available (Assigned Time)
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Total time in Available status with at least one item assigned.
- Away (Assigned Time)
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Total time in Away status with at least one item assigned.
- Available (Idle Time)
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Total time with no assignments (accepted or answered) while Available.
- Away (Idle Time)
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Total time with no assignments while Away.
- Available (Utilization)
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Percentage of time with at least one item assigned while Available.
- Away (Utilization)
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Percentage of time with at least one item assigned while Away.
- Working
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Percentage of time either in Available status, or with at least one item assigned in Away status.
- Multi-assignment
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Time spent on more than one simultaneous assignment while Available.
- Total Assignment Time
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Total time assigned to items counted separately while Available. For example, when an agent works on three chats simultaneously for 20 minutes each then the agent's Available (Assigned Time) is 20 minutes but the Total Assignment Time is one hour.
- Assignments
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Total number of assignments accepted or answered.
- Max Simult
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Greatest number of simultaneous assignments (any service type) for the given period.
