Staffing

The Staffing option allows you to generate a report based on staffing levels, including absenteeism. The filter region is where specific criteria is selected and applied to generate the Staffing report.

NOTE: The attrition rate is driven by the active/inactive agent status.  

What do you want to do?

Tasks in this Topic Include:

Related Tasks:

Access Staffing

  1. Select Metrics from the left-navigation menu.
  2. Select Staffing.

Select Report Parameters

Select the report parameters for the desired report as follows:

Target Resource - Workgroup

  1. Select Workgroup from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific workgroup from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: For detailed information about the chart, see Chart Descriptions.

Target Resource - Site

  1. Select Site from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific Site from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Target Resource - SkillTeam

  1. Select SkillTeam from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific SkillTeam from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Click Apply.
NOTE: To clear all fields, click the Reset button

Target Resource - Supervisor

  1. Select Supervisor from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific Supervisor from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Target Resource - Agent

  1. Select Agent from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific Agent from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Target Resource - Employee Team

  1. Select Employee Team from the Target Resources drop-down menu.
  2. Select the calendar icon to select the Active after: date.
  3. Select the specific Employee Team from the drop-down menu to the right of the Active after: date.
  4. Select the Reference Period drop-down menu.
  5. Select the calendar to set the Period.
  6. Select the Status from the drop-down menu.
  7. Select Apply.
NOTE: To clear all fields, click the Reset button.

Viewing Reports

The report selected is displayed:

NOTE: Use the view options to review different levels of detail.
  • Select the Summary View radio button to review the summarized target resource details.
  • Select the Detailed View radio button to review staffing details by Supervisor/Agent.

Chart Descriptions

The following descriptions are provided for additional information.

Column

Description

Actual

Shows the actual value

Goal

Shows the actual value

Status

Displays a colored icon or cell, based on actual vs. goal

Export Charts and Reports

Select the CSV, Excel, PDF, Print, or Email link from the charting region.

 

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