Rockwell Automation Arena Contact Center Edition Users Guide - Manual (Page 141)

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Table 8.5 Parent Group Utilization report column descriptions
E XAMPLE
Agent Statistics for Savings Servers by 60-Minute Time Period
Note that in this example, the contact center is open only during (i.e., Schedules and
Patterns are only defined for) normal business hours. Also, recall that in addition to the
Savings Specialist group, the Checking Specialists and New Account Specialists are
members of the Savings Servers. The combined agent total in the three groups is 30, as
given by the number of on-duty agents. Average Savings Server utilization ranges
between 1.3% to 3.3%.
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