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 free call 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$450/month if later changes are needed.
Validation
Every total checked against the source
Before handoff we compare totals with your source exports and systems, and we document any difference and its cause. You review a working version with your own data before the project closes.
Package fit
The scope determines the package
The 14-Day Dashboard Pilot (US$750, paid on delivery) can clarify states and definitions. Executive Cockpit is a fixed US$3,900 for a scoped reporting view over 4–6 weeks. Control Room starts at US$15,000 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.
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Explore service →Let’s look at your reporting work
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