Make CCX aware of shift time (Working time) per agent

[HusseinLTD]

Hi, is there a way to make CCX aware of the shift time for each agent? and that could reflect to the reports?

I'm trying to get the following reports:

Adherence % = (Agent’s scheduled log in time – total amount of minutes out of schedule adherence ( exceed break, late in login, early logout ) / Agent’s scheduled log in time *100

Utilization % = (Total Logged in Time / Total Shift Time) * 100

[david.macias]

Doing this in UCCX is not going to be a good solution. I assume shifts change so you would need this to be dynamic. Your best bet is to get the report you want and then use Excel to aggregate the data.

david