Service Queue Schedule By Agent

The Service Queue Schedule By Agent report displays agent schedules for a selected date, agent category, and service queue.

This report shows the hourly schedule for the selected day. Each agent’s schedule is coded to show the activity scheduled for each hour. Coverage for each service queue is also shown.

Agent activity codes are as follows.

Code	Description
X	In service
B	Break
L	Lunch
A	Assignment
C	Closed service
P	Project
E	Exception
–	Not available
<blank>	Available but not scheduled

Service queue coverage codes are as follows.

Code	Description
–	Fewer agents scheduled in service than the forecast requires
*	Agents scheduled in service match requirements
+	More agents scheduled in service than the forecast requires.