Agent Attendance

Attendance Page

This report provides a detailed analysis of Agents Attendance and Availability, offering insights into how agents manage their time and availability.

• The Agent Attendance & Availability table at the top provides key metrics for each agent, including the number of workdays, average daily online hours, availability hours, active hours, unavailability hours, and the number of cases served. This allows for a comprehensive comparison of each agent's attendance and productivity.

• The bar chart at the bottom left visualizes the number of workdays by year, month, and agent, helping to track attendance patterns over time.

• The donut chart at the bottom right shows a breakdown of Unavailability Hours by Reason, highlighting the main reasons agents were unavailable during their work hours.

• Key metrics such as Average Workdays by User and Average Daily Online Hours are highlighted on the right, giving a quick overview of attendance and online time across agents.

Filters are available to refine the data by date and agent.

This report is useful for understanding how agents allocate their time between being online, available, and active and identifying the main reasons for unavailability. This can help optimize workforce management and improve overall service efficiency.

Availability Page

This report provides an Overall Availability Analysis, focusing on different units' availability and activity levels.

• The Activity & Availability Unit Breakdown table on the left displays key metrics for each unit, including average daily active hours, availability hours, and unavailability hours. This allows for comparing how different units manage their time and availability.

• The donut chart on the right visualizes the breakdown of Unavailability Hours by Reason, showing the distribution of reasons for unavailability, such as back-office work, meetings, breaks, and other activities.

Filters can refine the data by date, unit, service category, and agent.

Additionally, you can set limits to exclude outliers from the analysis, ensuring a more accurate representation of typical availability.

This report is useful for understanding how agents allocate their time between active, available, and unavailable and identifying the primary reasons for unavailability. This insight can help optimize resource management and improve overall efficiency.