CUIC - Reporting Occupancy (Real-Time Cumulative)

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    This document was generated from CDN thread

    Created by: Kieran Byng on 15-05-2012 06:31:43 AM
    Hello,
     
    I'm looking to try and create a real-time occupancy calculation on CUIC (By department on a Real-Time Skill or Service report)
     
    Does anyone have any ideas about the best way to do this? Don't seem to have all the components available to build the calculation field. (LoggedonTime, Handle Time Today, Total Idle time, Total Available Time etc)
     
    The historical Skill Group reports provide 'PercentActiveTime' and 'PercentUtilization' options which would be useful if we could replicate them for the real-time reports and have them updating real-time for the day.
     

     
    Any ideas would be appreciated....

    Subject: RE: CUIC - Reporting Occupancy (Real-Time Cumulative)
    Replied by: Luis Yrigoyen on 15-05-2012 10:11:00 AM
    when you say "by department" do you mean Team?
    and
    What do you exactly mean by Occupancy? something to show like you say: logged on time, total talk time, total ready time, total not ready time, total ring time, etc?

    Subject: RE: CUIC - Reporting Occupancy (Real-Time Cumulative)
    Replied by: Luis Yrigoyen on 15-05-2012 01:47:47 PM
    It seems easier to me to create a custom report (from scratch and not using the template) and getting all that data from the Skill_Group_Real_Time table.

    Subject: RE: CUIC - Reporting Occupancy (Real-Time Cumulative)
    Replied by: Kieran Byng on 15-05-2012 11:33:07 AM
    By Department, as in the Skill Group or the grouping of Services that route to the Skill Group. (Custom Footer Formula)

    I'm looking to identify the Total Handled Time of the agents as a percentage against time spent in Available/Ready.

    Total Ready (Available) Today / Total Handled Time Today

    Or Identifying the Total Ready Time by subtracting (Handle + Idle) from Total Logged on ... but only Handle and Talk appear to be available fields.

    This is reflected on the Historical reports as 'PercentActiveTime' but sadly there isn't a version on the real time reports.

    Is there anything I can use?