Unity - Agent Unavailability Report

Access Reporting

From the Unity application, click the Reports button at the top to make the Report Viewer window appear.

Run the Report

In the Report Viewer window, select Agent Unavailability Report from the drop-down menu.

Confirm each of the fields has the correct information

• Start Period: Start time for the report.
  
  
• End Period: End time for the report.
  
  
• Sampling: The interval frequency the report gets broken down into.
  
  
• Filters: Select either specific agents to run the report for, or select All Agents at the top of the list.
  
  
• Output Type: Choose either a PDF or Excel format
  
  

Report Output

The report generates several charts and tables displaying the agent time spent in each unavailable code.  Be aware that only the code is given, not the description.

Unavailability Codes Chart: Displays the count and percentage use of each code.

Unavailable Code Duration Chart: Shows the total time spent in each code.

Unavailable Code Table (Count): Shows how many times each code was used by each agent during each interval.

Unavailable Code Table (Duration): Shows the time spent by each agent in a particular code during each interval.