Admin, Manager, Team Lead, or Standard role, depending on the task
- Check staffing numbers on the Staffing timeline
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Admin, Manager, Team Lead, or Standard role
Or a custom role with View schedules set to Can view all agents' schedules - Check event type channels in Configure > Event types
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Admin role
Or a custom role with Configure event types set to Can configure event types or Can view event types on the Configure tab - Change how capacity is split
- Admin role
If Capacity splitting isn't in your Configure menu, contact our team to see or change how capacity is split for your company.
Admins set roles and permissions in Manage team > Roles and permissions.
On the Staffing timeline, Scheduled staffing can be lower than Distinct agents for the same interval, sometimes by a lot. This is expected when agents are in meetings or other non-queue events, are scheduled for only part of the interval, or have events mapped to more than one channel.
Why does this happen?
Distinct agents counts the unique agents scheduled in an interval for the channel or filters you’re viewing. Anyone scheduled at any point in the interval counts as 1. Agents on time off, or scheduled for a different channel in that interval, aren’t counted.
Scheduled staffing starts from those agents and counts how much of the interval each one is available for the channel. It subtracts anything that reduces their available time, such as meetings and other non-queue events.
| Cause | How to tell | What to do |
|---|---|---|
| Agents are in meetings or other non-queue events | The agent’s row shows a non-productive event, such as a meeting or training, during the interval | Nothing, if the event is planned. Scheduled staffing is showing the capacity you really have. |
| Agents are scheduled for part of the interval | A shift starts or ends partway through the interval | Nothing. For example, someone scheduled from 10:00 to 10:30 counts as 1 in Distinct agents but 0.5 in Scheduled staffing for a 10:00–11:00 interval. |
| An event type is mapped to more than one channel | The agent’s event type covers several channels, and Scheduled staffing for each channel is a fraction of the agent’s time | Check how capacity is split for your company. See How do I fix it? |
If an event type is mapped to more than one channel, the agent’s capacity is split across those channels for that event, so Scheduled staffing for any one channel can be much lower than Distinct agents.
How do I check which cause applies?
- Go to Schedule > Staffing timeline.
- Filter to the channel (and queue, if you use one) where the numbers don’t match.
- Select Metrics in the toolbar, and turn on Distinct agents and Scheduled staffing if they aren’t already showing.
- Find an interval where the two numbers differ, and look at the agent rows for that interval:
- If agents have meetings, training, or other non-queue events, those events explain the gap.
- If shifts start or end inside the interval, partial coverage explains the gap.
- If neither applies, go to Configure > Event types and check the Channels column for the event types those agents are scheduled for. An event type mapped to several channels splits the agent’s capacity across them.
- To see how one agent’s time is split, clear the channel filter, open Metrics, and turn on the rows under Channel level metrics, such as Scheduled staffing (Email) and Scheduled staffing (Chat).
How do I fix it?
If the gap comes from meetings or partial shifts, there’s nothing to fix: use Scheduled staffing to judge coverage, because it reflects the time agents can spend on the channel. Distinct agents is useful for knowing how many people are working, not how much capacity you have.
If the gap comes from event types mapped to several channels, how that capacity is split depends on your company’s capacity splitting setup. For how splitting works and how it changes your staffing numbers, see Capacity splitting. Admins can change how capacity is split in Configure > Capacity splitting. If Capacity splitting isn’t in your Configure menu, contact our team to see or change how capacity is split for your company.
Important: Capacity splitting is set for your whole company, so changing it changes Scheduled staffing and Net staffing for everyone who uses them.
What if it still doesn’t look right?
Chat with our team and include:
- The schedule, channel, queue, and any other filters you were using
- The date and interval where the numbers don’t match
- A screenshot showing Distinct agents and Scheduled staffing for that interval, and the agent rows below it