Schedule Adherence Calcuation

[mmcaughan]

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.

[QueueMetrics]

That is supposed to be a percentage of all the agents known in that period.

[mmcaughan]

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.

[QueueMetrics]

No the percentage is expressed in terms of "works power" over all agents/periods.

Like in this semplified example:
 
3 agents working at 9 AM
4 agents working at 10 AM
5 agents working at 11 AM

Total agent power = (3+4+5) = 12

So

3 / 12 = 25% agents working at 9 AM
4 / 12 = 33% agents working at 10 AM
5 / 12 = 41% agents working at 11 AM

[mmcaughan]

Knew it had to be some construct like that. Thank you for the explanation.

[QueueMetrics]