Service Queue Schedule By Interval
The Service Queue Schedule By Interval report displays the schedule for selected service queues for a selected date by half-hour intervals.
You can also select which fields to display, except for Service and Date, which are required. By default, all fields are selected.
Fields in this report
|
Field |
Definition |
|---|---|
|
Agents Forecast |
The number of forecasted agents required for the service queue during the interval.
|
|
Agents Scheduled |
The number of agents scheduled for the service queue during the interval. |
|
Agents Scheduled – Agents Forecasted |
The number of Agents Scheduled minus the number of Agents Forecast. |
|
Assignment |
The time scheduled for the agent and classified as assignment type work. |
|
Break |
The amount of break time scheduled for the agent during the interval. |
|
Closed |
The amount of closed time scheduled for the agent during the interval. Closed time is time scheduled for the agent during contact center closed hours, when the contact center is not accepting calls for the service queue. |
|
Exception |
The name of the exception. |
|
In-Service |
The amount of agent in-service time scheduled during the interval for the service queue. |
|
Interval |
The start time of the half-hour schedule interval. |
|
Lunch |
The amount of lunch time scheduled for the agent for the interval. |
|
Project |
The amount of project time scheduled for the agent for the interval. |
|
Total |
The total time scheduled for the agents supporting the service queue for the interval.
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