interpret report fields

[m3nl]

Hi All,

At the moment I'm looking for a way to report on agent efficiency/availabilty. Is there any field within reports that tells me something about the time when all agents are busy handling calls?

I looked at the skillset performance report, "All Agent Busy Time", "All Agent Staffed Time", "Skillset Active Time" but I seem to interpret this the wrong way. So is there anyone that can tell me how Symposium collects these data?

TIA

Greetings,
Michel Scheffer
The Netherlands

 

[lretrievers]

Try the agent performance report.......the skillset reports look at the total agent count logged into the skillset.