Upload overall report
Minimum hours so far
Enter the total hours each agent should have completed for the period in your CSV.
Hours calculator
Use different hours for each day. 7.5 means 7 hours 30 minutes.
Campaign targets and hours
| Campaign | Minimum SLA | Hours to work today |
|---|
Overall report
How the targets work
Missing hours is the minimum hours you entered minus the agent’s non-pause time. Agents who meet or exceed it show 00:00:00.
Transfer targets are only shown for agents below their campaign’s minimum SLA. Agents already at or above target have blank transfer-target fields.
Missing transfers is the shortfall at the current overall hours.
Transfers needed today includes the shortfall and what is needed for the hours entered for today. SLA needed today is that target divided by those hours, rounded up to two decimals.
Targets start from the uploaded totals. For a full-day target, use your overall export before the shift. During the shift, enter the hours still to work.
Team totals
All teams in the uploaded files.