May 24, 2018 by Matt Beatty

But Really, How Do I Build That Agent Available vs. Calls Answered Already?

You might feel like we pulled a bait-and-switch on you last week by announcing our latest feature “Insights: Staff Forecasting”.

Well, I’m here to make it right this week by showing you how you too can build out the chart that Peter uses in the highly acclaimed (and viewed) video from our VLOG “Let’s Talk Balancing Staffing Levels”.


This chart can be built out for both workgroups and ECC groups. Follow along with our easy steps below and you'll be able to see these perspectives for your ECC or workgroup agents.


I promise this will be way easier (but maybe not as enjoyable) as my latest “paint and sip” party… I’ll spare you the agony of seeing how that “masterpiece” turned out for me .


This is the example directly from the VLOG… where we use the Enterprise Contact Center (ECC) data sources…



In order to build something like this, you’ll start by adding this chart and choosing which data source you want.  If you want to add this chart to a specific Dashboard Tab, feel free to review this our video Edit your Dashboard.


You can select: 

  • the ECC Data Source Group and Agent Data Instance, or 
  • for workgroups select ShoreTel, and Agent Activity



Here are the 4 steps:


Step 1: Dial in your Chart Settings

    • Configure a Chart Type of Bar
    • Layout of Vertical (don’t stack it)
    • Limit the Time Range to what you want to see (in our example we use 30 days)


Step 2: Select your Chart Items 

    • Set your chart value to Time - Idle %Pct (for ECC Groups) or % Available Time (for Workgroups)
    • Add a second chart value for %Pct - ACD Calls Answered (ECC) or % Workgroup Calls Answered (yep, you guessed it… for Workgroups)
    • Select your category to Agent Name (ECC) or Party Name (Workgroup)
    • Optional: apply filters as desired



Step 3: Venture into the “Advanced” Chart Items (look at you go!)

    • Set a target value of 20%
    • configure the chart spanning to be 2 rows vertically



Step 4: Click Apply and you're done!


As always, if you run into any issues or have questions while creating these charts, don’t think you’re better off alone… shoot us a note with the specifics or screenshots of what you’re encountering at They’ll hit you back with a helpful response within the business hour! 


Ready to give our services a try?


This is the third of a 4-part series of blog posts about creating the charts and dashboards discussed in The 5 Key Metrics Every Call Center Manager Should Master video series.

Learn about Part 1: Now that We’ve Found [Abandon Rate/ Queue Time] ❤ , What Are We Gonna Do?

Here's Part 2: Check out the Big Transfer Rate on Brad…

Curious about Part 4? London Calling… Again? Could Wrap Codes Help Answer: “Why?”

Curious about the original blog posts about The Key Metrics Every Call Center Manager Should Master? 

Learn about Part 1: Do I Really Need a 0% Abandonment Rate?

Here's Part 2: Agent Productivity: The Good, The Bad, The Cherry Pickers

Ready for Part 3? Let’s Talk Balancing Staffing Levels

The last in the series! Using Wrap Codes for a Refined Customer Experience

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