Contents

Schedule Unit Detail Report

This report displays detailed Interaction Optimizer Schedule Unit information.

Parameters

Specify a scheduling Unit Name or a range of scheduling Unit Names to include in a report.

Report Log Tables

Interaction Administrator Unique Report Identifier

IO_SchedulingUnit

IO_Workgroup

IO_ServiceLevelSettings

IO_UtilizationSettings

SCHEDULING_UNIT_DETAIL

Sample report

Click on the image below to view a sample of this report.

Report Element	Report Field or Value	Field or Value Description
Report Title	ReportTitle	Scheduling Unit Detail
Scheduling Unit	SchedulingUnitID	Schedule Unit, list of Schedule Units, or range
Workgroup	WorkgroupID	Name of Workgroup included in the Scheduling Unit
Service level selected	UseServiceLevel	Indicates if Service Level was selected for this workgroup: Yes/No
Percent answered	ServiceLevelObjective	Percent of interactions that must be answered in order to meet the service level objective
Within time period (seconds)	[user entered value]	Displays the number of seconds for the service level for the scheduling unit
Average speed of answer	UseAverageSpeedOfAnswer AverageSpeedOfAnswer	Is the average speed of the interaction used as part of the service level? Yes/No. Average speed the interaction was answered in seconds.
Utilization: Interaction Type	InteractionType	Type of interaction, for example Call, Chat, E-mail
Utilization: Percent Utilization	PercentUtilization	The percent of interactions that met the default service level
Utilization: Maximum Assignable	MaximumAssignable	The maximum number of interactions which can be assigned to an agent at one time.
Miscellaneous: Uses Skills?	UsesSkills	Yes/No value is displayed
Miscellaneous Configuration: Weeks of ACD data to import for forecasting	UseWeeksToImport	Displays the number of weeks of ACD data to be imported and used for forecasting
Miscellaneous Configuration: Start day of week:	StartDayOfWeek	The day the Scheduling Unit uses as the first day of the week
Miscellaneous Configuration: Shrinkage factor:	RosteredStaffFactor	The time lost from a schedule due to unplanned resources not being available to answer interactions.

Record Selection Criteria for this report includes:

{IO_SchedulingUnit.SchedulingUnitName} in {?SchedulingUnit}