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

Diego Nguyen

69 calls · ext 104

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
104	Diego Nguyen	69	3:14	40.9%
102	Bob Chen	68	3:38	51.3%
101	Alice Morgan	63	2:22	63.7%
203	Emma Lopez	56	4:58	65.6%
103	Carla Diaz	55	5:20	56.7%
201	Dr. Patel	50	2:56	87.6%
202	Dr. Kwon	41	2:16	68.7%
301	Grace Lee	22	2:01	81.0%