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Running QueueMetrics / Re: Schedule Adherence Calcuation
« on: May 18, 2010, 21:59:09 »
Knew it had to be some construct like that. Thank you for the explanation.
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Running QueueMetrics / Re: Schedule Adherence Calcuation
« on: May 11, 2010, 16:14:05 »
So if running a report on queue 'support' should I understand that to mean...
3 agents (seen in period) / 10 agents assigned to 'support' queue in same period = 30% adherence?
... cause the numbers I am seeing are no where near that figure. Was thinking it was more complicated like sum of actual stints in period / sum of possible stints for all agents in queue.
3 agents (seen in period) / 10 agents assigned to 'support' queue in same period = 30% adherence?
... cause the numbers I am seeing are no where near that figure. Was thinking it was more complicated like sum of actual stints in period / sum of possible stints for all agents in queue.
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Running QueueMetrics / Schedule Adherence Calcuation
« on: May 10, 2010, 21:00:46 »
Anyone know how the percent calculation field is calculate in the Schedule Adherence section of reports? The agent column is simple enough, the number of distinct agents in the time period. But percent doesn't appear to be that number over the total number of agents assigned to queue.
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