How to calculate Average Manned agents

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How to calculate Average Manned agents


Average Manned Agents is the average number of voice agents scheduled for the shift

How do we calculate:

"Average Manned Agents" in the Agent Group Performance By Period Report (Reporter > Agent Reports).

Average manned agents = TotalShiftTimeInSeconds/TimeIntervalInSeconds/NumberOfDays in range

If 4 agents are logged in for a full 15 minutes and the report is run for only one day:

AvgMannedAgents = ((900+900+900+900)/900)/1 = 4

NOTE: There are 900 seconds in 15 minutes



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Last Modified:Tuesday, October 30, 2012
Last Modified By: amontpetit
Type: INFO
Rated 5 stars based on 1 vote
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