Plans and permissions:
- View metrics in Team performance: Admin or Manager role, or a custom role with Team performance set to Can view and export
- View metrics on anyone’s scorecard: Admin, Manager, or Team Lead role, or a custom role with Agent scorecard set to View all scorecards
Use these definitions to understand how productive your team’s time is: how busy team members are while they’re working or ready to work, how much of their scheduled and worked time goes to productive work, and how much work they complete per hour. Which time counts as productive depends on your event types and agent state mappings; see Metric calculations.
Case throughput
The number of cases solved per scheduled productive hour, for email and other channels that aren’t real time. You see it in Report > Support volume. Its forecasted value comes from the Email productivity staffing parameter, or from your throughput forecast.
Calculation: cases solved ÷ scheduled productive hours
Notes:
- If your company tracks units of work, Unit of work throughput counts units of work handled instead of cases solved.
- Different from Messages sent (per scheduled hour) and Messages sent (per actual hour), which count outbound messages rather than completed contacts.
Occupancy
Percentage of a team member’s available and occupied time spent actively working on customer issues. Admins set which states count as occupied and available in agent state mappings. Time in states that count toward neither, such as breaks, isn’t included.
Calculation: occupied time ÷ (occupied time + available time) × 100
Notes:
- Only states mapped to the channel in scope are included.
- Doesn’t measure whether the team member followed their schedule; that’s adherence.
- Doesn’t measure whether scheduled time was productive; that’s utilization.
For how to set up the mappings, default mappings, and general occupancy targets, see Occupancy.
Occupancy (all channels)
Percentage of available and occupied time spent actively on customer work across all channels and platforms configured in agent state mappings. Time in states that count toward neither, such as breaks, isn’t included.
Calculation: occupied time ÷ (occupied time + available time) × 100, with the time from all channels
Notes:
- Use this when you need a single occupancy number across phone, chat, and other channels.
- Compare to channel-specific Occupancy when diagnosing a single channel.
Scheduled utilization
Percentage of scheduled time allocated to productive events, whether or not the team member followed the schedule.
Calculation: (scheduled productive hours ÷ total scheduled hours) × 100
Notes:
- Answers: “Are we scheduling the right mix of customer work versus meetings, breaks, and other events?”
- Time off is excluded from total scheduled hours.
- Uses only the schedule, not agent states.
Actual utilization
Percentage of actual worked time spent in productive states, regardless of adherence to the schedule.
Calculation: (actual productive hours worked ÷ actual hours worked (total)) × 100
Notes:
- Answers: “Of the time our team actually worked, how much was productive?”
- Doesn’t use the schedule: both actual hours come from agent states.
How this differs from scheduled utilization: Scheduled utilization uses the plan. Actual utilization uses what happened.
Actual utilization (all channels)
Percentage of actual worked time spent in productive and auxiliary productive events, across all channels.
Calculation: (actual productive and auxiliary productive hours worked ÷ actual hours worked (total)) × 100
Notes:
- Appears if your company uses auxiliary productive events.
In-office shrinkage
Percentage of scheduled time spent in non-productive states (for example breaks, meetings, training, or time out of adherence on productive events).
Calculation: actual hours in non-productive states ÷ total scheduled hours
Notes:
- Only includes hours during scheduled periods; time off is excluded.
- Non-productive states need to be mapped correctly in agent state mappings and event types.
- Your organization may separately track planned and unplanned shrinkage in BPO or vendor-requirement workflows.
Keep in mind: For asynchronous channels, such as email and messaging, team members can appear available while not actively working, so shrinkage alone can mislead. Use Actual utilization or Solved (per actual hour) as well.
How this differs from conformance: Shrinkage measures non-productive share of scheduled time. Conformance measures whether total productive hours matched the schedule.
Actual non-productive hours
Total time a team member spent in non-productive or auxiliary non-productive states during the interval.
Calculation: sum(actual non-productive hours)
Notes:
- Appears if your company uses auxiliary events.
- It’s the numerator of In-office shrinkage.
Solved (per scheduled hour)
Number of cases a team member solved per scheduled productive hour. For how solves are counted, see Cases solved.
Calculation: cases solved ÷ scheduled productive hours
Solved (per actual hour)
Number of cases solved per actual productive hour worked. For how solves are counted, see Cases solved.
Calculation: cases solved ÷ actual productive hours worked
Units of work handled (per scheduled hour)
Number of units of work handled per scheduled productive hour, if your company tracks units of work. See Units of work handled.
Calculation: units of work handled ÷ scheduled productive hours
Units of work handled (per actual hour)
Number of units of work handled per actual productive hour worked, if your company tracks units of work.
Calculation: units of work handled ÷ actual productive hours worked