How to run various published schedule reports. This does not include all available reports.
Schedule reports appear in both the working schedule and published schedule areas.
To view the reports, navigate to Schedule > Published schedule.
In the left side navigation pane, you’ll see four sections of schedule reports:
- Interactive schedule reports.
- Schedule analysis and summary reports
- Printer-friendly schedule reports
- Utility schedule reports.
The three interactive schedule reports were covered during your onboarding training and are reports that you will typically use every day. We won’t cover these here.
Schedule Analysis
Click the down arrow next to Schedule Analysis and Summary Reports and select Schedule analysis.
In the Options panel, choose the settings for your report, including the enterprise model activity and the start date of the desired week. After making any other selections, click Apply options to generate the report.
The default display of this report is contact volume, but other options are available by selecting tabs at the top.
The executive summary will show you contact volume, average handle time, your staffing hours, and your service estimate.
It will show you forecasted contacts, the actual contacts if the week had already happened, the variance of your contacts, and your contact variance percentage, your forecasted average handle time, actual handle time, your variance for AHT, and your variance percentage. Your actual not handled, your agents required, agents that were in queue, agent variance, and agent variance percentage, and your service estimate.
You can look at these by day of the week, and each day is exportable by clicking the hamburger menu.
Click Contact volume and it will show you a graph at the top and the same information in a table below.
You can also slice average handle time, your staffing, and your service estimate.
Schedule Analysis Weekly View
Click Schedule analysis weekly view in the left side navigation pane.
Choose the activity and selected week, then click Apply options.
This report will show you the staffing requirements for each interval and day.
Daily Paid Time
Click Daily paid time in the left side navigation pane.
You can view data by Enterprise Model or by activity.
Change the date, then click Generate report.
This is a weekly report.
The top section shows a summary of paid event hours for each day of the selected range. Below is a detailed listing of the paid event hours for each day, for each agent, and a weekly total on the right-hand side.
Layered schedule summary
Click Layered schedule summary in the left side navigation pane.
Filter for activity and change the date range.
Click Generate report.
This report all of the events that are on an agent’s schedule for each day.
It is also exportable by using the hamburger menu in the upper right corner.
Published schedule audit report
Click Published schedule audit report in the left side navigation pane.
This report shows you what schedules have been published, who published them, the schedule week, any comments from the publisher, the publication date, and the activities the schedule applies to.
This is also where you can unpublish a schedule.