Keep in mind: Seeing different numbers for Distinct agents and Scheduled staffing, or numbers that look lower than expected, is usually expected behavior based on how each metric is calculated, not a data error.
When you view the Staffing timeline, you might notice that Distinct agents and Scheduled staffing show different numbers for the same interval, or that both look lower than you expected. This article explains what each number represents and the most common reasons they diverge.
What do "Distinct agents" and "Scheduled staffing" show?
Distinct agents shows the number of unique agents scheduled during an interval, based on the channel or filter you've selected on the Staffing timeline.
Scheduled staffing shows the amount of capacity, in FTE, actually available for that channel in that interval. It starts from Distinct agents and then subtracts anything that reduces an agent's available time.
Why is "Distinct agents" lower than the total number of agents scheduled that day?
Distinct agents only counts agents scheduled for the channel you're currently viewing. Agents who are on time off, or scheduled for a different channel during that interval, aren't included in the count.
For example, if 16 agents are scheduled overall in an interval, but 2 are on time off and 5 are scheduled for Email-only events, filtering the Staffing timeline to Chat will show 9 distinct agents, not 16.
Why is "Scheduled staffing" lower than "Distinct agents"?
Scheduled staffing nets out anything that reduces an agent's available capacity within the interval, including:
- Meetings or other non-queue events scheduled during that time
- Event types that are mapped to more than one channel
If an event type is mapped to more than one channel, Assembled splits the agent's capacity across all channels tied to that event for the length of that event. So an agent scheduled to an event mapped to both Chat and Email has their capacity divided between the two, and less than their full capacity counts toward either channel.
Note: Whether capacity is split, and how, depends on your Capacity allocation setting under Configure > Additional staffing settings: Do not split capacity, Split capacity across channels, or Split capacity across queues and channels.
Combining these factors can produce a Scheduled staffing number well below Distinct agents for a given interval. For example, 9 distinct agents scheduled for Chat might net out to only a few FTE of scheduled staffing once time off, meetings, and split-capacity events are all accounted for.
How do I check what's driving the numbers for a specific interval?
- Confirm which channel or filter you're viewing on the Staffing timeline.
- For the interval in question, check whether any scheduled agents are on time off or scheduled for a different channel.
- Check whether any agents have a meeting or other non-queue event scheduled during that interval.
- Select Configure > Additional staffing settings and check your Capacity allocation setting, then confirm whether any event type used in that interval is mapped to more than one channel.
What if the numbers still don't look right?
If you've checked the above and the numbers still seem off, contact us with the specific channel, interval, and a screenshot, and we'll take a closer look at your configuration.
Questions? Contact support@assembled.com and we'll be glad to help.
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