Team Metrics report

Use this report to evaluate how well each team has performed in relation to how they where scheduled. It shows for example the ready-time adherence, occupancy, and answered calls. You can drill-down to a specific date in the selected period.

The report answers questions like:

  • What are the basic stats of my team, broken down by team and day, regardless of which queue the contact came in on?

Ensure to select the ready-time adherence calculation to use in the report selection page.

Use the Not defined option in the team and agent selection to show logged data which is not connected to any agent and team.

To view same metrics per agent, use the Agent Metrics report.

Page location

WFM > Reports > Team metrics

Fields in this report

Field Description
Scheduled ready time

The total time agents are scheduled on activities set as in ready time. This means that they are scheduled to be logged in and ready to handle customer contacts.

Ready time

The total time when the agents are logged in on the ACD platform and are in one of the ready states. The ready states are for example when they are ready to take a call, in a call or doing after call work.

Ready time / Scheduled ready time How much actual ready time there was in comparison to the scheduled ready time.
Answered calls

The total number of answered contacts. This can include for example calls, emails, or chats, depending on the selection.

Answered calls / Scheduled ready hour

The number of answered contacts per hour that the agents are scheduled to handle contacts.

Calculation: Answered calls per scheduled ready hour = Answered calls ÷ Scheduled ready time

Answered calls / Ready hour

The number of answered contacts per hour that the agents were actually ready to handle contacts.

Calculation: Answered calls per ready hour = Answered calls ÷ Ready time

Occupancy (%)

The percentage of ready time that an agent spends actively handling contacts.

Calculation: Occupancy = (Talk time + After call work time) ÷ Ready time

The percentage of ready time that an agent spends on active time. This is useful for blended channel types or when WFM is integrated to several contact center platforms for agent queue statistics.

Calculation: Occupancy = (Ready time - Idle time) ÷ Ready time

Ready-time adherence (%)

Ready-time adherence shows how well agents adhere to their schedule. It compares the agent's scheduled ready time to the actual ready time for each interval. There are different formulas that can be used for ready-time adherence calculation. See About ready-time adherence for more information.

Related topics