Report for max agents logged in?

[chippowell]

In Symposium (5.0…soon to be 6.0), is there a report that will tell me how many total agents were logged in at a certain time, or chart the number of agent logins over the course of the day, week, or month?

I’m trying to figure out how many agent licenses I need compared to the number of agents I have. They’re never all logged on at the same time….I think more typical is that half our agents are ever logged on at once. (The rest work on projects and training.) Right now I have 37 agents and 35 licenses, which is working just fine. We may get 7 – 10 new agents, and I’m thinking I might be able to get away with not buying new licenses.

Of course, occasionally there are emergencies and we need to get as many as possible logged in; in those cases I’d like to know how many agents end up logged in.

Hope that all makes sense. I appreciate any feedback.

 

[captaingadget]

Unfortunately there is no single report that will give you this information directly. As it it only a small call centre (37 agents) you could work it out manually fairly easily. Probably run a skillset performance report for all skillsets for a giben time and add up the logged in agents.

My guess is that you could get away without increasing the number of agents for normal day to day stuff. You mentioned emergencies, so there is a risk there.

 

[DancingDave]

I have a (bespoke) report that gives that info.

It's available in a daily or interval basis. There's also a detail report that gives you the names of the agents (per interval).

It's all based on interval data, so you can't run it too far retrospectively.

When using the wizard to import, the database alias is iAgentPerformanceStat

Let me know if you're interested and if so, which reports you want and I'll post them here.

DD

 

[sandyml]

DD, I'd be interested -- max daily logon # of agents

 

[DancingDave]

Doh! I've just realised you can't attach a file and there's nowhere I can post on t'internet.

SandyML, I'd be happy to email you it, but I know the moderators don't approve of people posting their email address.

DD