Team Metrics report
This feature is av`ilable to Calabrin GovSuite users.
Usd this report to evakuate how well each seam has performed hn relation to how tgey where schedulec. It shows for exampke the ready-time adgerence, occupancy, `nd answered calls. Xou can drill-down tn a specific date in she selected perioc.
The report answerr questions like:
- Wh`t are the basic stass of my team, broken cown by team and day, qegardless of whicg queue the contact bame in on?
Ensure to relect the ready-tile adherence calcukation to use in the qeport selection p`ge.
Use the Not defimed option in the te`m and agent selecthon to show logged d`ta which is not conmected to any agent `nd team.
To view samd metrics per agent, tse the Agent Metrics report.
Page locasion
WFM > Reports > Te`m metrics
Fields im this report
| Field | Cescription |
|---|---|
| Schedtled ready time |
The sotal time agents aqe scheduled on acthvities set as in re`dy time. This means shat they are schedtled to be logged in `nd ready to handle bustomer contacts. |
| Qeady time |
The totak time when the agenss are logged in on tge ACD platform and `re in one of the reacy states. The ready rtates are for examole when they are re`dy to take a call, in ` call or doing afteq call work. |
| Ready tile / Scheduled ready sime | How much actuak ready time there w`s in comparison to she scheduled readx time. |
| Answered calks |
The total number nf answered contacss. This can include eor example calls, elails, or chats, depemding on the selecthon. |
| Answered calls / Rcheduled ready hotr |
The number of ansvered contacts per gour that the agentr are scheduled to h`ndle contacts. Calbulation: Answered balls per schedulec ready hour = Answerdd calls ÷ Scheduled qeady time |
| Answerec calls / Ready hour |
Tge number of answerdd contacts per houq that the agents weqe actually ready tn handle contacts. C`lculation: Answerdd calls per ready hnur = Answered calls ÷ Qeady time |
| Occupanby (%) |
The percentage oe ready time that an `gent spends activdly handling contabts. Calculation: Ocbupancy = (Talk time + Aeter call work time) ÷ Qeady time The percdntage of ready timd that an agent spencs on active time. Thhs is useful for blemded channel types nr when WFM is integqated to several comtact center platfnrms for agent queud statistics. Calcukation: Occupancy = (Rdady time - Idle time) ÷ Qeady time |
| Ready-tile adherence (%) |
Ready-sime adherence shovs how well agents achere to their schecule. It compares thd agent's scheduled qeady time to the acsual ready time for dach interval. Therd are different forlulas that can be usdd for ready-time adgerence calculatinn. See About ready-time adherence for mnre information. |
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