Plans and permissions:
- View the Schedule analysis report: Admin, Manager, or Team Lead role, or a custom role with Schedule analysis set to Can view
Use Schedule analysis to answer questions about scheduling patterns, such as “How many hours of meetings do my team members have each week?”, “How many days was a team member out sick this month?”, or “Is phone time spread evenly across my team?”. For each team member, it counts how often and for how long they were scheduled for each event type in the date range you choose.
To open it, go to Report > Schedule analysis.
Run the report
- Choose a date range at the top left.
- To narrow down who’s included, use Schedule, Channel, and Add filter, or enter a name in Search agents….
- Select Select metrics and choose the event types to report on, or groups such as All events, Productive events, and Unproductive events. Leave everything selected to see every event type.
- Above the table, select Count, Total hours, Distinct days, or any combination, to choose which figures appear for each event type.
The table shows one row per team member, with a summary row for everyone at the bottom. To add or change event types, go to Configure > Event types. See Event types.
Report metrics
| Metric | What it shows |
|---|---|
| Count | How many separate times the event appears on the team member’s schedule in the date range. |
| Total hours | The total hours the team member is scheduled for the event in the date range. |
| Distinct days | How many different days the event appears on the team member’s schedule. |
Keep in mind: This report counts every scheduled event separately, so overlapping events, such as two duplicate lunch entries, are each counted and their hours added together. Team performance merges overlapping events into one block of time, which is the most common reason scheduled hours differ between the two reports.