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Building a Tool to Track Daily Production Time for Agents

Received Response
edited Sep 6, 2019 1:42PM in General Technical Discussions 5 comments


We are looking into replacing an old Access DB that the team uses to input daily production time, which is used to build performance metrics.


So far I've built a custom object and workspace to capture daily scheduled hours, overtime, out of production time, etc.  That goes into calculating an adjusted hourly production figure for each agent.  This daily value, along with their performance data from OSC is used to build monthly, quarterly, yearly performance metrics.  That's how we want it to work.

I've hit a roadblock with how to calculate these values in OSC, based on the inputted data.  For example, I have 5 fields to capture various amounts of time they are not available for working incidents, like checking emails, meetings, breaks.  I want to add these column values together and then ultimately do some more calculations but I'm not able to figure out how to do this on the workspace or in analytics. 

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