Average number of advisers on inbound

[Guest_imported]

I manage a call centre which is part of a virtual network.
We use Lucent Centrevue as the call management system.
We have to commit (xx- number of) advisers to the network for inbound calls every half hour segment. We have a real time report that shows how many advisers we have on inbound at any one time but I need to write a report that gives average number of advisers on inbound throughout the current half hour segment. example if we needed to put in 25 advisers and are currently averaging 23 I could see this and put in 27 or 28 to bring the average up. I hope I have explained this in an understandable manner. Any suggestions

 

[PDHall]

Could use a little more info, are you looking for how many agents are simultaneously on an ACD call throughout the current interval or the average number of agents that you have staffed in that particular skill within the interval? if its the second option it sounds like you need to use AVG_POS_STAFFED calculation but this is only available in the historical or integrated reports tables. Let me know your requirements and I'll see what I can do.

Regards
Phil

 

[Guest_imported]

Your second answer is what I wanted but you have confirmed that I cannot get this in Real Time. Thanks for your help.