Engage Digital | Availability by channel group (Routing mode only) report

Last updated on November 24, 2021
This report shows you the channel availability over a selected period. In contrast to the Availability by agent report, it is the channel’s availability as a whole that is shown here.
 
The statuses for channel availability are:
  • Unoccupied: This status indicates all agents are unoccupied (they have no interactions in their current interactions)
  • Available: This status indicates all agents have ongoing interactions but at least one agent has not reached his/her normal capacity
  • Busy: This status indicates all agents have reached their soft capacity but at least one agent has not reached his/her max capacity
  • Max capacity: This status indicates all agents have reached their max capacity
  • Away: This status indicates all connected agents are in Away status

Interpreting results: monitor staffing effectiveness

Overstaffed channel

With this report, you can see the general availability of your different channels. If the time spent in Unoccupied status is high, the channel may be overstaffed. Indeed, this indicates that there are periods during which no agent receives interactions. Another possible cause could be that the channel does not have a large volume of messages.

For example, when significant time is spent in Unoccupied status: the channel may be overstaffed.
View of additional info when you hover your mouse over a group component

Properly-staffed channel

On the contrary, if the channel is mainly in the ‘Available,’ ‘Busy,’ and ‘Max capacity’ statuses without being in the ‘Unoccupied’ status too much, this indicates that the channel is properly staffed. Agents are not unoccupied and the channel still has available slots for incoming messages.
 
If you have enabled message routing based on categories and one of the categories is not attracting much traffic, some agents may be unoccupied most of the time. In that case, we recommend that you consult the Availability by agent report to analyze the situation in more detail.

Suppose that as soon as agents are connected, they are assigned interactions and are not unoccupied throughout their working day. You will be able to determine that the channel is properly staffed because there remains periods of availability — which will be shown in green as an Available status
View of additional info when you hover your mouse over a group component

Understaffed channel

If the channel has no or very little availability and is mainly in ‘Busy’ and ‘Max capacity’ statuses, this indicates that the channel may be understaffed. Compare this data to the backlog of the supervision view. If your channel is predominantly busy and the backlog is important, the channel is necessarily understaffed.
 
On the contrary, if the backlog is low at the end of the day, this indicates that the messages have been engaged and that the number of agents satisfies your needs. However, note that in case of a traffic peak, there will not be enough resources to absorb the difference.

For example, suppose that your channel is mainly in the Occupied and Max capacity statuses. This indicates that your agents are constantly handling interactions.
View of additional info when you hover your mouse over a group component
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