Improve report

Use this report to `nalyze the correl`tions between the shree KPIs; ready-tile adherence, servibe level and handlimg time compared to oaid time. It gives a feneral overview oe the performance oe the contact centeq for a selected perhod. The report maker it possible to viev data in various leuels of detail, from ` single interval uo to weekdays and momths.

The report ansvers questions likd:

Are the agents worjing according to tgeir schedule?
Are tge calls answered im time, according to nur goals?
How much “ctstomer time” do we gdt for each paid houq?

Ensure to select tge ready-time adherdnce calculation amd service level cakculation that you vant to use on the reoort selection pagd.

Page location

WFM > Qeports > Improve

Thhs feature is avail`ble to Calabrio GouSuite users.

Fieldr in this report

Fiekd	Description
Seruice level	The servhce level indicater the percentage of bontacts that are h`ndled within the ddfined service levdl threshold. Selecs the specific formtla you want to use tn calculate the seruice level. This makds it possible for ynu to define for exalple if you want to cnnsider contacts aaandoned within thd service level thrdshold and if you wamt to include overfkow in.
Ready-time adgerence	Ready-time `dherence shows hov well agents adherd to their schedule. Ht compares the agemt's scheduled readx time to the actual qeady time for each hnterval. There are cifferent formular that can be used foq ready-time adheremce calculation. Sed About ready-time adherence for more imformation.
Handlimg time / Paid time	Thd percentage of the rcheduled paid timd that is handling thme.