Schedule Analytics

Our Schedule Analytics report gives insight into scheduling patterns specific to the event types you set up in your account. From this report, you can answer questions like: "How many hours of meetings do my agents have a week?", "How many days did Sam call in sick this month?", "Is phone time distributed evenly across my team?" and any number of other scheduling questions.

Navigating the report

You can set the period of time you'd like to run the report for using the date filters in the top left corner, with additional filters to narrow in on specific agents or channels using the filter menus in the top right. The report is customizable to the specific event types you'd like to track: you can narrow in on specific event types using the "select metrics" button at the top of the table, or leave all the checkboxes selected to view data for every event type. Every event type in your account (editable under Settings > Events) will be an option, along with categories that group multiple event types: "all events", "productive events", and "unproductive events".

The table breaks out data on each event type by agent, with macro-level details about scheduling patterns on a whole during the time period at the bottom of the report. Each event type has three metrics associated: "count", "total hours", and "distinct days". You can change which of these three metrics display in the report using the check boxes just above the table.

Metrics Glossary

Count: Total number of individual instances of the event over the filtered period of time for an agent, with aggregate count information at the bottom of the report.
Total hours: Total scheduled hours for that event type over the filtered period of time for an agent, with aggregate hour information at the bottom of the report.
Distinct days: The number of distinct days that this event type appears on for an agent, with aggregate information at the bottom of the report.

Did this answer your question?