Scheduled Overtime per Agent report
This report shows the scheduled overtime per agent, date and overtime type. You can drill down from team totals, agent and date.
The report answers questions like:
- How much overtime did each agent have scheduled last week?
- How many hours of overtime did we schedule last month?
Use the Not defined option in the team and agent selection to show logged data which is not connected to any agent and team.
WFM > Reports > Scheduled overtime per agent
Fields in this report
The time scheduled in addition to the normal contract time.
NOTE Only activities which are set as work time are included.