Availability per Agent report
This report shows the availability of the hourly staff, summarized per agent. It presents the number of available days and hours entered by the agent and the number of days and hours that were scheduled (work time). It also shows the utilization, that is the number of scheduled hours compared to the available hours.
The report answers questions like:
- Did we match our schedules to the agent’s availability well?
- Did we utilize our agents according to their availability?
The data in this report is always shown in the agents' local time zones.
WFM > Reports > Availability per agent
Fields in this report
All days where any available time is set by an employee in the Availability view in MyTime.
The time, in hours and minutes, set as available by an employee in the Availability view in MyTime.
All days where any available time is set by an employee in the Availability view in MyTime that were then scheduled. Only days containing activities marked as work time are considered as scheduled.
The total scheduled time, regardless if it is contract time or work time. This includes for example lunch and overtime.
The percentage of the available time that is scheduled with work time. Scheduled work time is counted on all days where available time is set by an employee, and that then is scheduled.