Source and state map
Document schedules, actual agent states, contact workload, intervals, time zones, and exclusions.
SAGEPOINT ANALYTICS · SERVICES
Contact center WFM and occupancy reporting
Staffing decisions need a shared view of scheduled time, actual states, and workload by interval. We connect your existing WFM and ACD outputs into reporting managers can verify.
The problem
When the data cannot keep up
Occupancy and adherence are easy to misread when systems use different intervals, state codes, or exclusions. Before charting a gap, we agree on the calculation and the source that supports it.
- Scheduled staffing and actual agent states live in separate exports.
- Occupancy spikes, but supervisors cannot pinpoint which intervals or queues drove it.
- Program managers debate adherence because breaks, offline work, and time zones are handled differently.
What you get
A deliverable your team can use
We build reporting from the WFM, ACD, and spreadsheet data you already have. The work covers metric definitions, reconciliation, and interval views. It does not create schedules or replace your WFM software.
Metric definitions
Agree on occupancy, adherence, and staffing gap formulas for each program and reporting period.
Interval reporting
Show scheduled versus actual staffing and workload by interval where source granularity allows.
Reconciliation checks
Flag missing schedules, state gaps, and late ACD data before managers use the report.
Operating guide
Hand over calculation notes, refresh steps, and review guidance for supervisors.
How it works
From assessment to handoff
- 1
A free 30–45 minute assessment reviews current staffing decisions and sample WFM and ACD exports.
- 2
We scope intervals, program mappings, measures, access, review rounds, and refresh needs.
- 3
We reconcile records and test formulas with supervisors before finalizing the reporting views.
- 4
We provide documentation and training. Ongoing Support starts at US$300/month if later changes are needed.
Published case
Work you can inspect
Multi-client BPO operator: the published case reconciled 33,370 rows over 79 weeks from fourteen telephony and CRM systems, moving SLA compliance from about 81% to over 99% and freeing 25+ supervisor hours per week. It shows cross-system operational reporting, not a WFM software implementation.
See published cases →Package fit
The scope determines the package
Data Assessment (US$750, 2 weeks) can clarify states and definitions. Executive Cockpit starts at US$2,500 for a scoped reporting view over 4–6 weeks. Control Room starts at US$12,000 over 10–14 weeks when broader data integration is required. Scope determines fit.
Compare packages →FAQ
Frequently asked questions
How is occupancy calculated from our available data?
We agree on which handling and available states count and inspect what your ACD exports provide. The report documents numerator, denominator, exclusions, and interval rules.
Can the report compare scheduled and actual staffing by interval?
Yes, when schedule and actual-state data share reliable agent IDs, timestamps, and interval detail. We show gaps and flag missing records.
Can we report adherence across more than one program?
Yes, if schedules, states, and program assignments can be mapped consistently. We retain program-specific rules rather than combining incompatible definitions.
How often can WFM and ACD data be refreshed?
It depends on export or API access and source latency. We specify a feasible cadence and show when one feed is incomplete or late.
Can this work with our current WFM tool and spreadsheets?
Usually, if the tool provides usable exports or API access and spreadsheets contain stable schedules or mappings. We assess those sources before committing to a build.
Related services
Other work we can help with
Call center KPI dashboards built around your operation
Queue metrics, CRM outcomes, and quality data sit in different exports. We build an operational view that helps supervisors explain changes and act on the same agreed definitions.
Explore service →Automated client reporting for contact center BPOs
Each client expects a different cut of the same operational data, while your analysts reconcile exports by hand. We turn those agreed reporting obligations into a controlled, repeatable workflow.
Explore service →Contact center QA scorecard reporting
Your evaluations contain useful patterns, but scattered scorecards make it hard to see which behaviors need coaching. We turn existing QA results into reporting that teams can inspect and discuss.
Explore service →Let’s look at your reporting work
Bring a current report or workflow example. We will review sources, decisions, and exceptions before proposing a useful scope.