Staffing Insights — acme-main-pbx

Where did calls outrun available agents? Which hours are unstaffed, and which agents are carrying the load?

Total Agents

on roster for this scope

Unstaffed Hours (past 7d)

hours flagged as under-staffed

Missed Due to Gaps

estimated dropped calls

Top Agent

Carla Diaz

71 calls · ext 103

Where the call bars tower over the agent line, that's a staffing gap.

Who's carrying the load? Low utilization may mean idle capacity; very high may signal burnout.

Ext	Agent	Calls	Avg Handle	Utilization
103	Carla Diaz	71	4:40	85.1%
101	Alice Morgan	66	4:58	58.7%
201	Dr. Patel	66	3:47	67.3%
102	Bob Chen	47	5:12	76.2%
301	Grace Lee	44	4:58	84.0%
104	Diego Nguyen	35	4:57	46.7%
203	Emma Lopez	35	4:06	71.1%
202	Dr. Kwon	30	2:49	79.5%