Agents Schedule Detail view


Prerequisites
  • The agent belongs to a management unit
  • The following permissions:
    • Analytics > Conversation Aggregate > View 
    • Directory > User > View
    • WFM > Activity Code > Administer 
    • WFM > Schedule > Administer 
    • UISupervisor Agent Details > View

View an agent’s schedule for the dates selected. For more information about schedules, see About workforce management

  1. Click PerformanceAgents
  2. From the Agents Performance Summary view, click an agent.
  3. From the Agents Performance Detail view, click the Schedule tab. 
  4. Hover over the schedule for more information about it. The view highlights the current day in a contrasting background and indicates the current time with a horizontal bar. 
  5. To see different dates, use the date range selector.


    Use the date filter to customize analytics views.

    Use Presets to filter metrics by date, or configure a custom date range.

    To use a Preset to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. In the Presets list, select a preset date option.

    Date presets

    Presets Description
    Current interval

    Shows data for the current 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Current interval preset is not displayed for these views.

    Today Shows data for the time period that includes the current interval.
    Yesterday Shows data for the previous day.
    This week Shows data for a Sunday through Saturday time period.
    Last week Shows data for the previous week, Sunday through Saturday.
    Previous 7 days Shows data for the previous seven days.
    This month Shows data for the current month, with no extra days.
    This month by week Shows data for the current calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.
    Last month Shows data for the previous calendar month with no extra days.
    Previous 30 days Shows data for the previous 30 days.
    Previous 3 months Shows data for the previous 3 months.
    Interval

    Shows data for a 30-minute time period.

    Note: Because Detail views include Interval in the data grid, the Interval preset is not displayed for these views.

    Day Shows data for a single 24-hour day.
    Week Shows data for a Sunday through Saturday time period.
    Month Shows data for the exact month with no extra days. If the current month is selected, you will see the data up to the current date.
    Month by Week Shows data for a calendar month starting on Sunday and ending on Saturday, including extra days if the month does not start on Sunday or end on Saturday.

     

    To use a custom date range to filter metrics, complete the following steps:

    1. Click the date to display the date filter.
    2. Select a start date and an end date on the calendar, and click the filter arrow.
      Date picker apply

     

    To view data for a different time period using the same date presets, click the arrows on either side of the date display.

    For example, to view data for the previous day, click the Day preset, and then click the arrow on the left side of the date.



  6. To see the most current data, click Refresh
  7. Click the tabs to open to the agent’s PerformanceStatuses, or Evaluations detail views.