Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 139)

8 • R EPORTS
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Note that during the contact center’s hours of operation, the service level for contacts
within 1 minute is 100%. Further, the average speed of answer is zero. This indicates that
there was always an available agent to meet every incoming contact—an extremely over-
staffed contact center. This suggests that acceptable service levels could be maintained by
reducing the number of agents on-duty, perhaps by staffing them at other times to extend
the hours the center is open for business.
Agent Group Utilization report
Agent Statistics for [Agent Group] by [N] Minute Time Period
This report details the utilization of Agent Group resources for each timeslot within the
planning horizon. Each report covers one particular Agent Group.
Table 8.4 Agent Group Utilization report column descriptions
Column Heading Description
Agents Busy The average number of agents busy throughout the timeslot
Agents On Duty The number of agents on duty throughout the timeslot
Agent Utilization The average utilization of agents throughout the timeslot