Time Utilization

Related Products or Features: Business Intelligence (BI) Reports, WFM

Required Role Permissions:Report Viewer, Time Utilization Report

Required Employee Settings: Can View BI Reports

The Time Utilization report displays a breakdown of schedules that were generated, helping you understand how your agents spend their time, and how much time is invested in different activities. Using this report can help you retrospect on schedules before you publish them, streamlining your agents' time utilization. You can also gain insights by looking at past schedules, focusing on overtime and out-of-office activities, and adjust future scheduling accordingly.

This report is an advanced business intelligence (BI) report. For information about general actions you can perform in BI reports, like exporting, grouping data, or drilling down, check out Actions for Prebuilt BI Reports.

You can access this report from Reporting > Prebuilt Reports. Select the report from the list, define the report parameters, and click Run Report.

You can filter inside of the report, but only within the original parameters you defined when you ran the report. For example, if you defined the report date range as July-August, you can only filter inside of the report within those two months.

Fine tune new schedule by reviewing older scheduling—Jane is in charge of building the schedule for her team. Before she publishes the upcoming schedule, she can check how her teams were scheduled in the past. She runs the Time Utilization report and selects her scheduling units.

Reviewing the different widgets in the Activity Types page allows Jane to see if the distribution of activity types makes sense. If one of the types had too much or too little time assigned to it, she can switch to the Activity Codes page to see a breakdown of the activities to pinpoint where the numbers don't make sense.

She can then use this historical information when she wants to finalize the upcoming schedule for her team.

Make sure agents aren't overworked—Mark wants to identify if agents on his team are over-scheduled, so he runs the Time Utilization report and selects his scheduling units.

Reviewing the Utilization by Activity Code widget and the Average Utilization per Day widget in the Activity Codes page, Mark can see if his agents have a good balance of activities. Do they have enough break, open, and call time scheduled, and not too much training and meetings? Have his agents been working a lot of overtime recently? It's important to have the right mix of activities so the agents can be as effective as possible.

For example, if he discovers that his team has been doing a lot of overtime, he can work with the scheduler to balance out the scheduled activities for the upcoming period.

Time Utilization Report: Main Page

The Time Utilization report displays data in 4 different widgets. You can toggle between viewing the widgets by activity type or by activity code. You can filter by day, scheduling unit, or agent to refine the information displayed on this page.

Each widget presents the data from a different perspective.

This donut chart shows a breakdown of how your employees are/were scheduled to spend their time.

The legend on the right displays the different colors and their corresponding activities.

The utilization for each activity is displayed on the graph as a separate line. You can view the utilization by total or average hours per selected agent. The trend is displayed by month or by day, depending on your selection.

The legend on the right displays the different colors and their corresponding activities type.

This grid displays:

  • The total—this is the sum of the scheduled time for each agent.

  • The variance—this is how the agent's time utilization compares to the average of all the other agents' time utilization.

  • The trend—this lets you compare the agent's scheduled utilization in the filtered time range, to their scheduled utilization defined in Reference Date for Trend.

The activity types are grouped by agent. Expand an agent's row to view a breakdown the activity types the agent spent their time on. When expanded, the variance and trend displayed are for the specific activity. When collapsed, the variance and trend displayed are for the agent's total scheduled hours.

This bar chart shows a breakdown of average utilization per day for your scheduling unit.

The legend on the right displays the different colors and their corresponding activities.