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If you end the call first, you will immediately be placed back into the inbound queue. You may immediately receive another call and will not have time to leave notes for the previous call.
If you allow the customer to end first, you will move to the “After Call Work” status. Agent’s do not see this from their Five9 view. Five9 appears continues to still shows show Ready status but on the back-end, you are actually in “After Call Work” status and will not receive another call until you disposition.
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Status Usage | Hours Spent | Minutes Spent | Productivite Productive Minutes | Unproductive Minutes | Notes |
Lunch | 0.50 | 30 | 0 | 0 | Lunch is negated from the calculation because ADP is not logged when lunch is toggled in Five9 |
Ready | 5.38 | 323 | 323 | 0 | 4.38 hours spent on the phone and 1 hour waiting. They both count toward the “Ready” status |
Break | 0.62 | 37 | 0 | 42 | 30 min allowed per 8 hour shift. An extra 12 min were used today, further impacting Utilization |
Manual OB | 0.25 | 15 | 10 | 5 | There were 5 outbound calls with no more than 2 min allowed on average = 10 min. 10 min are approved and considered productive |
After Call Work | 0.67 | 40 | 30 | 10 | There were 15 calls total with no more than 2 min allowed on average = 30 min. 30 min are approved and considered productive |
Meeting | 1.00 | 60 | 45 | 15 | Approved 30 min Team Meeting scheduled and 15 min 1:1 coaching with manager. 45 min are approved and considered productive |
Training | 0.00 | 0 | 0 | 0 | |
Total | 8.42 | 505 | 408 | 72 |
Utilization Calculation
Total Productive Minutes = 408
Total ADP Minutes = 480
408/480 = 85%
Summary
This agent did not meet the 90% Utilization expectation on this day