Viewing event totals

Event totals represent the total number of employees for an event. You can view event totals in 15 minute, 30 minute, 1 hour, 4 hour, or 1 day time intervals. The following table displays the event total time intervals that correspond to the schedule views.

Table 1. Schedule views and corresponding event total time intervals
Schedule view	Event totals time interval
8 hour	15 minute
12 hour	30 minute
1 day	1 hour
2 day	4 hour
1 week	1 day
2 week	1 day
1 month	1 day

You can select from the following event totals:

Forecast—appears only after you have applied a forecast to a schedule. This total represents the number of employees required to meet your specified Service Level objectives.

Scheduled—represents the number of employees scheduled at that time

Over/Under—represents the excess (over) or inadequate (under) number of employees scheduled when compared to the number of employees forecasted.

On Break—represents the number of employees scheduled for a break at a certain time

ACD Jobs—represents the number of employees scheduled to perform ACD jobs

Non ACD Jobs—represents the number of employees scheduled to perform Non ACD jobs

At work—represents the number of employees scheduled to handle interaction requests

Overtime—represents the number of employees scheduled for overtime

To view event totals

In the Totals pane, click +.
Select the check boxes of the event totals to view.
Click -.
The totals pane appears with the event totals you selected.

↑