This article describes the metrics available in the Schedule Analytics report. The report allows you to view details of per-agent schedules and understand the distribution of work time.
For each agent and event type (as well as categories of events, such as "Productive Events"), the report includes:
|Count||A count of the number of events of the given event type|
|Total Hours||The total number of hours scheduled of the given event type|
|Distinct Days||The distinct number of days on which the given event type was scheduled|
For example, in the below screenshot:
- Michael Scott had 21 productive events scheduled in the dates of 2/3/2019 to 2/10/2019.
- The total amount of time scheduled for productive events was 22 hours.
- Michael had productive events scheduled on 5 distinct days (e.g. Monday through Friday).
If there are metrics that would be useful but are missing, please let us know at email@example.com. We would love to get your feedback!