Labor Cost

This screen allows you to review labor costs for each agent. The report can be run for an entire workgroup, site, skill team, supervisor, agent, or even employee team. The filter region is where specific criteria is selected and applied to generate the Labor Cost report.

What do you want to do?

Tasks in this Topic Include:

• Access Labor Cost
• Generate Charts and Report
• Export Charts and Reports
• Apply Overhead Cost

Related Tasks:

• Performance
• Staffing
• Forecast Accuracy
• Pulse Reports
• Configuration

Access Labor Cost

1. Select Metrics from the left-navigation menu.
2. Select Labor Costs.

Generate Charts and Report

1. Select the applicable group from the Target Resources drop-down menu.
2. Select a period to reference from the Reference Period drop-down menu.
3. Select the applicable dates from the Period field.
4. Select the status to reference from the Status drop-down menu.
5. Select an option (Agent or Call) from the Cost per drop-down menu.
6. Select Apply.

View Chart and Report

• Select the Summary View radio button to review the labor cost summary target resource details.
• Select the Detailed View radio button to review labor cost details by Supervisor/Agent.

Export Charts and Reports

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

Apply Overhead Cost

1. Select Setup from the left-navigation menu.
2. Select Workgroups.
3. Select the Overhead Cost button.
4. Select Add New.
5. Enter the name of the cost in the Cost Name field.
6. Enter the name of the cost in the Cost Value field.
7. Enter the source of the cost in the Cost Source field.
8. Enter the period of the application in the Application Period field.
9. Select in the Effective Date field, then check to select all applicable effective dates.
10. Select in the End Date field, then check to select all applicable end dates.
11. Select Save.
12. Repeat to add additional overhead costs.