I'm creating a report in Crystal that shows:
CallsOffrd CallsAnsd Abandoned Servicelevel AgentsStaffed
on half hourly intervals. I have everything else working but can't seem to get an accurate number for TotalStaffed.
Both the iAgentBySkillsetStat and iSkillsetStat tables in Symposium have a field named TotalStaffedTime. Which one of these gives an accurate total time for all the agents logged into a skillset for a certail time period?
Or, is there a better way to create a report that shows the relationship between call volume, service level and staffing on half hourly intervals?
CallsOffrd CallsAnsd Abandoned Servicelevel AgentsStaffed
on half hourly intervals. I have everything else working but can't seem to get an accurate number for TotalStaffed.
Both the iAgentBySkillsetStat and iSkillsetStat tables in Symposium have a field named TotalStaffedTime. Which one of these gives an accurate total time for all the agents logged into a skillset for a certail time period?
Or, is there a better way to create a report that shows the relationship between call volume, service level and staffing on half hourly intervals?