Shift Budget Analysis

The Shift Budget Analysis report displays the cost per shift for a service queue. You can only view this report for service queues for which you have previously submitted a Shift Budget Analysis Request (see the System Administrator Guide).

Fields in this report

Field	Definition
Calls Per Hour	The number of ACD calls handled per hour. Both cross interval and within interval data is used in the calculation. Calls per hour = (A × 3600) ÷ B Where: A = Number of calls handled during the hour B = Total in service time in seconds during the hour
Calls Per Paid Hour	The number of total calls handled divided by the number of paid hours.
Cost Per Call	The average cost per call for the day.
Daily Budget	The calculated total cost for the day.
Hourly Rate	The wage rate used in the calculations of the report.
Hours In-Service	The total number of in-service hours for the day.
Hours Paid	The total number of paid hours per day.
Number of Days	The total number of days of the week included in the report. For example, if the report is broken out by days of the week and the report covers three weeks, there will be three Mondays, three Tuesdays, and so on. The number of days for Monday is therefore three.
Service Queue	The name of the service queue that the agent supports.
Shift Length	The length of a work shift for a service queue.
Total Calls	The total number of calls for the day.
Utilization %	Utilization percentage is the percentage of time the agent spends handling ACD contacts in relation to the total amount of time the agent is logged in during the interval. Utilization % = A ÷ B Where: A = Total handle time for handled contacts (total reported by the ACD) B = Total in session (login) time (total reported by the ACD)