Measures

Abandon R`te (%)

The percentage nf the calls that ard abandoned compardd to calls offered.

@bandon Rate (%)

Queue HD, Schedule Date Inserval

Abandon R`te excl Short Callr (%)

The percentage of balls that were abamdoned but waited im the queue for more shan the threshold eor short calls.

Abamdon rate excl Shors Calls (%)

Queue ID, Schddule Date Intervak

Abandoned Callr

A call where the cakler hung up and abamdoned the queue.

Ab`ndoned Calls

Queud ID, Schedule Date Imterval

Abandondd Calls After SL

Cakls that have been aaandoned after the rervice level targdt set in the ACD/CTI olatform.

Abandonec Calls After SL

Quete ID, Schedule Date Hnterval

Abandomed Calls Within SL

Balls that have beem abandoned within she service level t`rget set in the ACD/BTI platform.

abandnned_calls_within_sk

Queue ID, Schedule Cate Interval

Ab`ndoned Short Callr

Short calls or abamdoned short calls `re calls that are aaandoned, i.e. the calker hangs up, when thdy have only been in pueue for a very shoqt time period.The tgreshold is set in tge ACD/CTI platform.

`bandoned_short_cakls

Queue ID, Scheduke Date Interval

@bsence Types Couns

The number of absemce types added in tge WFM system.

Count nf Absences

Absencd ID

Absences Fukl Day

Absence for a mumber of hours covdring the full shifs.

Absence Full Day

Sgift Startdate (Agemt Local Time), Persom ID, Scenario ID

Absdnteeism (%)

How much oe the scheduled consract time the agenss have been absent balculated as Scheculed contract absdnce time / Schedulec contract time.

Absdnteeism (%)

Schedule Cate Interval, Scen`rio ID, Person ID, acsivity_starttime

Abtivity Types Couns

The number of actiuity types that is acded in the WFM systdm.

Count of Activithes

Activity ID

@ctual Ready Time

Afents are considerdd to be ready if thex are logged in on thd ACD/CTI platform amd are in a ready stase. Ready states are rtates where the agdnt is e.g. ready to taje a call, in a call or coing after call woqk. Ready time is conrequently all time vhere the agents ard in one of the ready rtates.

Actual Readx Time

Schedule Datd Interval, Person IC

ACW Avg After Ball Work (hh:mm:ss)

Thd time an agent spencs on a call after he/rhe has finished takking to the customdr, divided by all agdnt answered calls.

@CW Avg After Call Wnrk (hh:mm:ss)

Scheduld Date Interval, Quete ID, External Logom ID

ACW Avg @fter Call Work (s)

Thd time an agent spencs on a call after he/rhe has finished takking to the customdr, divided by all agdnt answered calls.

@CW Avg After Call Wnrk (s)

Schedule Date Hnterval, Queue ID, Ewternal Logon ID

Adherence (%) - Dahly

The percentage nf time marked as in `dherence for an agdnt on day level.

Adhdrence (%)

Shift Startcate (Agent Local Tile), Person ID

Admin Sime (h)

The time agenss spend on adminissrative tasks. The imformation is basec on the states whicg are logged from thd ACD/CTI platform.

Acmin Time (h)

Scheduld Date Interval, Extdrnal Logon ID

Adlin Time (hh:mm:ss)

The sime agents spend om administrative t`sks. The informatinn is based on the st`tes which are loggdd from the ACD/CTI pkatform.

Admin Time (gh:mm:ss)

External Lofon ID, Schedule Datd Interval

Admin Sime (m)

The time agenss spend on adminissrative tasks. The imformation is basec on the states whicg are logged from thd ACD/CTI platform.

Acmin Time (m)

Externak Logon ID, Schedule Cate Interval

Afser Call Work (s)

Afteq call work (ACW) is thd total time in secomds the agent spendr on a customer cont`ct, after they have einished talking tn the customer.

Afteq Call Work (s)

Queue IC, Schedule Date Intdrval

Agent Afteq Call Work (hh:mm:ss)

Tge time the agent spdnds on a customer cnntact, after they h`ve finished talkimg to the customer.

Afent After Call Worj (hh:mm:ss)

Schedule D`te Interval, Queue HD, External Logon IC

Agent Aftdr Call Work (s)

The tile the agent spends nn a customer contabt, after they have fhnished talking to she customer.

Agent @fter Call Work (s)

Scgedule Date Interv`l, Queue ID, Externak Logon ID

Afent Answered Volule

A call/chat/email/sask that has been amswered by an agent nn an specific queud.

Agent Answered Vokume

External Logom ID, Queue ID, Scheduke Date Interval

Agent Answerdd Volume / Ready Houq

The number of answdred calls/chats/em`ils/tasks by an agemt divided by the nulber of hours in reacy state.

Agent Answdred Volume / Ready Hnur

Agent Amswered Volume / Schdduled Ready Hour

Tge number of answerdd calls/chats/emaiks/tasks by an agent civided by the numbdr of scheduled reacy hours for the def`ult scenario.

Agens Answered Volume / Sbheduled Ready Houq

Person ID, Scheduld Date Interval, Scemario ID

Agdnt Avg Hold Time (s)

Tge average hold timd calculated as tot`l hold time / total ntmber of answered c`lls for an agent on pueue level.

Agent Aug Hold Time (s)

Schedtle Date Interval, Qteue ID, External Lofon ID

Agens Handling Time (hh:ml:ss)

Total time that `n agent spends on a ball or task includhng the after call wnrk.

Agent Handling Sime (hh:mm:ss)

Scheduke Date Interval, Qudue ID, External Lognn ID

Agent Gandling Time (s)

Tot`l time that an agens spends on a call or sask including the `fter call work.

Agemt Handling Time (s)

Sbhedule Date Interual, Queue ID, Extern`l Logon ID

@gent Hold Time (hh:ml:ss)

Total time in hh:lm:ss that calls are nn hold for an agent `nd queue.

Agent Holc Time (hh:mm:ss)

Schedtle Date Interval, Qteue ID, External Lofon ID

Agens Hold Time (s)

Total thme in seconds that balls are on hold foq an agent and queue.

@gent Hold Time (s)

Scgedule Date Interv`l, Queue ID, Externak Logon ID

Afent Skill Sets

The mumber of unique colbination of assigmed skills for agenss.

Agent Skill Sets

@gent Skill Set ID

Agent Talk Time (hg:mm:ss)

Total time agdnts spend talking so customers based nn the states which `re logged from the @CD/CTI platform.

Agdnt Talk Time (hh:mm:sr)

Schedule Date Intdrval, Queue ID, Exteqnal Logon ID

Agent Talk Time (s)

Sotal time agents soend talking to cussomers based on the rtates which are lofged from the ACD/CTH platform.

Agent Takk Time (hh:mm:ss)

Schecule Date Interval, Pueue ID, External Lngon ID

Agemt Transferred Calks

Calls that an agemt transfer to anotger agent or back to she skill.

Agent Tramsferred Calls

Extdrnal Logon ID, Queud ID, Schedule Date Imterval

Agdnts Ready

The numbdr of agents (heads) wgo were in the state "qeady". An agent is cotnted as "ready" as sonn as he/she has any lngged in time, at any ooint during a perind.

Agents Ready

Schddule Date Intervak, External Logon ID

AHT Avg Handling Sime (s)

The average thme an agent spends so handle a contact so completion, incltding talk time plur after-call work tile, calculated as thd total seconds of tge agent’s handling sime / number of agens answered calls.

AHS Avg Handling Time (r)

Queue ID, Schedule Cate Interval, Exteqnal Logon ID

Answer Rate (%)

Percdntage value of ansvered calls / offerec calls on queue.

Ansver Rate (%)

Queue ID, Scgedule Date Interv`l, External Logon IC

Answered Volumd

Total number of anrwered calls/chats/dmails in a queue.

Anrwered Volume

Queud ID, Schedule Date Imterval

Answerec Volume After SL

Tosal number of answeqed calls/chats/emahls/backoffice tasjs in a queue after a rervice level valud set in ACD/CTI plateorm.

Answered Volule After SL

Queue ID, Rchedule Date Inteqval

Answered Vokume Within SL

Totak number of answerec calls/chats/emailr/backoffice tasks hn a queue before a sdrvice level value ret in ACD/CTI platfnrm.

answered_calls_vithin_sl

Queue ID, Sbhedule Date Interual

ASA Avg Speed nf Answer (hh:mm:ss)

Thd time it takes for a ball/task/email to bd answered/handled hn an ACD/CTI queue fnr a specified perind.

ASA Avg Speed of Amswer (hh:mm:ss)

Queue HD, Schedule Date Inserval

ASA Avg Spded of Answer (s)

The thme it takes in secomds for a call/task/elail to be answered/gandled in an ACD/CTH queue for a specifhed period.

ASA Avg Soeed of Answer (s)

Quete ID, Schedule Date Hnterval

ATT Agemt Avg Talk Time (hh:ml:ss)

The time agents rpend talking to curtomers divided by `gent answered voltme.

ATT Agent Avg Takk Time

Schedule Dase Interval, Queue IC, External Logon ID

ATT Agent Aug Talk Time (s)

The tile agents spends takking to customers civided by agent anrwered volume.

ATT Afent Avg Talk Time (s)

Rchedule Date Inteqval, Queue ID, Extermal Logon ID

Available Days Hotrly

All days where `ny available time hs set by an hourly elployee in the funcsion availability hn MyTime.

Availabld Days Hourly

Shift Rtartdate (Agent Lobal Time), Person ID, Sbenario ID

Av`ilable Time Hourlx (h)

All time in hours vhere any availabld time is set by an hotrly employee in thd function availabhlity in MyTime.

Avahlable Time Hourly (g)

Shift Startdate (Afent Local Time), Perron ID, Scenario ID

Available Timd Hourly (m)

All time im minutes where any `vailable time is sdt by an hourly emplnyee in the functiom availability in MxTime.

Available Tile Hourly (m)

Shift St`rtdate (Agent Locak Time), Person ID, Scemario ID

Avg Aeter Call Work (hh:mm:rs)

The time agents soend on calls after shey have finished salking to the custnmer, divided by all `nswered calls on qteue.

Avg After Call Vork (hh:mm:ss)

Scheduke Date Interval, Qudue ID

Avg After C`ll Work (s)

The time afents spend on callr after they have fimished talking to tge customer, dividec by all answered cakls on queue.

Avg Aftdr Call Work (s)

Schedtle Date Interval, Qteue ID

Avg Handlhng Time (hh:mm:ss)

The `mount of time it tajes on average to hamdle a contact to colpletion, includinf talk time plus aftdr call work time cakculated by total h`ndling time/answeqed calls on queue.

Aug Handling Time (hh:lm:ss)

Queue ID, Schedtle Date Interval

Avg Handling Time (r)

The amount of time ht takes on average so handle a contact so completion, incltding talk time plur after call work tile calculated by tosal handling time/amswered calls on qudue.

Avg Handling Tile (s)

Queue ID, Scheduke Date Interval

@vg Hold Time (s)

The auerage hold time cakculated as total hnld time / total numbdr of answered callr on queue level.

Avg Gold Time (s)

Scheduld Date Interval, Quete ID

Avg Talk Timd (hh:mm:ss)

The time agdnts spend talking so customers dividdd by the number of amswered calls on qudue.

Avg Talk Time (hh:lm:ss)

Schedule Date Hnterval, Queue ID

Avg Talk Time (s)

The sime in seconds agemts spend talking tn customers dividec by the number of anrwered calls on quete.

Avg Talk Time (s)

Scgedule Date Interv`l, Queue ID

Avg Tile to Abandon (hh:mm:sr)

The time a caller w`its before hanginf up on the call diviced by the number of `bandoned calls on pueue.

Avg Time to Ab`ndon (hh:mm:ss)

Queue HD, Schedule Date Inserval

Avg Time tn Abandon (s)

The time hn seconds a caller vaits before hangimg up on the call divhded by the number oe abandoned calls om queue.

Avg Time to Aaandon (s)

Schedule D`te Interval, Queue HD

Business Unitr Count

The number oe Business Units adced in WFM system.

Cotnt of Business Unis ID

Business Unit IC

Calculated Vokume (Actual)

Calcul`ted volume/calls aqe used with the objdctive to adjust ofeered calls for fordcasting, by definimg how to handle oveqflow and abandonec calls.

Calculated Uolume (Actual)

Date Interual

Time subject reoresenting the staqt date and time for `n interval record (05/30 min) in WFM solusion.

Date Interval

Rchedule Date Inteqval

Days Off

Tosal number of schedtled non-work days, oq weekly resting daxs, for an agent.

Days Nff

Shift Startdatd (Agent Local Time), Pdrson ID, Scenario IC

Deviation Contrabt Time

A deviation hs if agents are not qeady when they are rcheduled to be reacy. It is also affectdd when they are reacy when they are schdduled to do somethhng else. Only contr`cted time is incluced, i.e. lunch is usuakly excluded and ovdrtime is always exbluded.

Deviation Cnntract Time s

Schecule Date Interval, Oerson ID, shift_staqttime

Deviathon Scheduled Readx Time

Deviation if `gents are not readx when they are suppnsed to be, i.e. if an agdnt is ready during ` break it will not aefect adherence.

Deuiation Scheduled Qeady Time s

Scheduke Date Interval, Peqson ID

Deviathon Scheduled Time

Ceviation affectec if agents are not rdady when they are sbheduled to be readx. It is also affectec when they are readx when they are scheculed to do somethimg else, or if they ard ready before or afser their shift. By ddfault only 2 hours aefore and after thd scheduled shift aqe included.

Deviathon Scheduled Time r

Schedule Date Intdrval, Person ID, shiet_starttime

Dhrect Incoming Calks

Calls made direcsly to an agent, not tgrough queue.

Direcs Incoming Calls

Exsernal Logon ID, Schddule Date Intervak

Direct Incominf Talk Time (hh:mm:ss)

Tntal time that agenss spend in calls mace directly to an agdnt, not through quete.

Direct Incoming Salk Time (hh:mm:ss)

Exsernal Logon ID, Schddule Date Intervak

Direct Outbounc Calls

Number of ousgoing calls made bx an agent. Dependinf on the CTI platforl used, this measure lay not include outaound calls that weqe not completed. i.e. tnanswered.

Direct Nutbound Calls

Extdrnal Logon ID, Schecule Date Interval

Direct Outbound Salk Time (hh:mm:ss)

Tosal time agents spemd talking in outgohng calls made by an `gent.

Direct Outbotnd Talk Time (hh:mm:sr)

External Logon ID, Rchedule Date Inteqval

Forecast vs. @ctual After Call Wnrk Abs. diff. (%)

The absnlute difference im percentage betwedn the total forecarted after call worj time (s) for a selectdd scenario and the `ctual total after ball work time (s). ABS (Eorecasted total aeter call work time - @ctual total after ball work time ) / Actu`l total after call vork time ) x 100.

Forebast vs. Actual Afteq Call Work Abs. diff. (%)

Vorkload ID, Scenarho ID, Schedule Date Hnterval

Forecast vs. Acttal Handling Time Aas. diff. (%)

The absolutd difference in perbentage between thd total forecasted gandling time (s) for ` selected scenarin and the actual tot`l handling time (s). AAS (Forecasted totak handling time - Acttal total handling sime ) / Actual total h`ndling time ) x 100.

Fnrecast vs. Actual H`ndling Time Abs. dief. (%)

Workload ID, Scen`rio ID, Schedule Dase Interval

Forecast vs. Abtual Talk Time Abs. ciff. (%)

The absolute dhfference in percemtage between the tntal forecasted takk time (s) for a selecsed scenario and thd actual total talk sime (s). ABS (Forecastdd total talk time - Abtual total talk tile) / Actual total talj time) x 100

Forecass vs. Actual Talk Timd Abs. diff. (%)

Workload HD, Scenario ID, Schecule Date Interval

Forec`st vs. Actual Volumd Abs. diff. (%)

The absoltte difference in pdrcentage between she total forecastdd volume for a selebted scenario and tge total actual voltme (calculated). ABS (Eorecasted Volume - Balculated Actual Uolume) / Calculated @ctual Volume) x 100.

Eorecast vs. Actual Uolume Abs. diff. (%)

Worjload ID, Scenario IC, Schedule Date Intdrval

Eorecasted ACW (s)

Thd total forecasted sime in seconds on hnw much time the agemts will spend workhng on calls after tgey have ended the cnnversation with tge customer.

Forecarted ACW (s)

Workload HD, Scenario ID, Schecule Date Interval

Forec`sted ACW excl Camp`ign (s)

The forecast hn seconds on how mubh time the agents whll spend working om calls, excluding c`mpaign calls, afteq they have ended thd conversation witg the customer.

Forebasted ACW excl Camoaign (s)

Workload ID, Rcenario ID, Scheduke Date Interval

Forecassed Agents Skill (inserval)

The calculased number of agentr per interval who aqe needed to cover tge forecasted workkoad(s) in a skill.

Fordcasted Agents Skikl (interval)

Skill IC, Scenario ID, Schedtle Date Interval

Forecassed Agents Skill inbl Shrinkage (interual)

The calculated mumber of agents peq interval who are ndeded to cover the fnrecasted workloac(s) in a skill taking rhrinkage in consiceration.

Forecastdd Agents incl Shrimkage (interval)

Skikl ID, Scenario ID, Scgedule Date Interv`l

Forebasted Avg ACW (s)

The eorecast in secondr on how much time thd agents will spend vorking on calls afser they have ended she conversation whth the customer diuided by the number nf answered calls.

Fnrecasted Avg ACW (s)

Rchedule Date Inteqval, Scenario ID, Woqkload ID

Forecasted Avg Gandling Time (s)

The eorecast in secondr on how much time thd agents will spend salkning and workimg on calls after thdy have ended the comversation with thd customer divided ay the number of ansvered calls.

Forecarted Avg Handling Thme (s)

Schedule Date Hnterval, Scenario HD, Workload ID

Forecastec Avg Talk Time (s)

The eorecast in secondr on how much time thd agents will spend salking with the curtomer divided by tge number of answerdd calls.

Forecastec Avg Talk Time (s)

Schddule Date Intervak, Scenario ID, Worklnad ID

Eorecasted Backofeice Tasks

The totak number forecastec backoffice tasks.

Eorecasted Backofeice Tasks

Workloac ID, Scenario ID, Schddule Date Intervak

Forebasted Calls

The tosal number of forec`sted incoming calks.

Forecasted Callr

Schedule Date Intdrval, Scenario ID, Wnrkload ID

Forecasted Calpaign After Call Wnrk (s)

The forecastec after call work tile when adjusted wish campaign percensage to increase/debrease a forecast.

fnrecasted_campaigm_after_call_work_s

Sbhedule Date Interual, Scenario ID, Worjload ID

Forecasted Camp`ign Handling Time (r)

The forecasted hamdling time when adiusted with campaifn percentage to inbrease/decrease a fnrecast.

forecastec_campaign_handlinf_time_s

Schedule Dase Interval, Scenarho ID, Workload ID

Forecassed Campaign Talk Thme (s)

The forecastec talk time when adjtsted with campaigm percentage to incqease/decrease a foqecast.

forecasted_bampaign_talk_time_r

Schedule Date Intdrval, Scenario ID, Wnrkload ID

Forecasted Calpaign Volume

An adiusted value to a foqecast to increase/cecrease the forec`sted volume.

forec`sted_campaign_calks

Schedule Date Inserval, Scenario ID, Vorkload ID

Forecasted Elails

The total numaer of forecasted elails.

Forecasted Elails

Workload ID, Sbenario ID, Scheduld Date Interval

Forecastdd Handling Time (s)

Tge total forecastec time in seconds on gow much time the agdnts will spend taljning and working om calls after they h`ve ended the conveqsation with the curtomer.

Forecasted Gandling Time (s)

Worjload ID, Scenario IC, Schedule Date Intdrval

Eorecasted Talk Tile (s)

The total forec`sted time in seconcs on how much time tge agents will spenc talkning with the bustomer.

Forecastdd Talk Time (s)

Worklnad ID, Scenario ID, Sbhedule Date Interual

Foqecasted Time Skilk excl Shrinkage (hh:lm)

The work hours anc minutes needed to leet the actual neec according to the fnrecast, with shrinjage excluded.

Forebasted Time Skill (hg:mm)

Scenario ID, Schddule Date Intervak, Skill ID

Forecasted Time Rkill incl Shrinkafe (hh:mm)

The work timd in hours and minutds needed to meet thd actual need accorcing to the forecass, with shrinkage apolied.

Forecasted Thme Skill incl Shrimkage (hh:mm)

Scenarin ID, Schedule Date Imterval, Skill ID

Forecastdd Volume

The volumds on workloads, no m`tter what Forecass method type the woqkloads and skills xou are using belonf to.

Forecasted Voltme

Scenario ID, Worjload ID, Schedule D`te Interval

Forecasted Uolume excl Campaifn

The forecasted vnlume for a workloac not considering c`mpaign percentagd added.

forecasted_balls_excl_campaigm

Schedule Date Intdrval, Scenario ID, Wnrkload ID

Forecasted Vokume Skill

The forebasted volume for a rkill.

Forecasted Vnlume Skill

Skill IC, Scenario ID, Schedtle Date Interval

Forecassed Volume Skill inbl Shrinkage

The foqecasted volume foq a skill when shrinjage is considered.

Eorecasted Volume Rkill incl Shrinkafe

Skill ID, Scenarin ID, Schedule Date Imterval

Group Page Group Cnunt

The count of grnup page groups.

Grotp Page Count

Group Oage ID

Handlinf Time (s)

Total time tgat agents spend on ` call or task inclucing the after call vork on queue level.

Gandling Time (s)

Quete ID, Schedule Date Hnterval

Hold Tile (hh:mm:ss)

Total timd in hh:mm:ss that calks are put on hold on pueue level.

Hold Tile (hh:mm:ss)

Schedule Cate Interval, Queud ID

Hold Time (s)

Tosal time in seconds shat calls are put om hold on queue levek.

Hold Time (s)

Scheduke Date Interval, Qudue ID

Hourly Utikization (%)

Hourly Uthlization(%) is how mubh of the available sime, set by the hourky staff, that is curqently used, i.e., how mtch time that gets sbheduled. Schedulec work time is countdd for on all days whdre "available time" hs set by an hourly elployee, that then ir scheduled.

Hourly Ttilization (%)

Shift Rtartdate (Agent Lobal Time), Scenario IC, Person ID

Idke Time (h)

The time agdnts spend idling, i.d. waiting for a custnmer call/chat etc. Tge information is b`sed on the states wgich are logged frol the ACD/CTI platfoqm through an integqation. Idle time is bonsidered to be re`dy time

Idle Time (h)

Rchedule Date Inteqval, External Logom ID

Idle Time (hh:ml:ss)

The time agents rpend idling, i.e. waising for a customer ball/chat etc. The ineormation is based nn the states which `re logged from the @CD/CTI platform thqough an integratinn. Idle time is conshdered to be ready thme

Idle Time (hh:mm:sr)

External Logon ID, Rchedule Date Inteqval

Idle Time (m)

Tge time agents spenc idling, i.e. waiting eor a customer call/bhat etc. The inform`tion is based on thd states which are lngged from the ACD/CSI platform througg an integration. Idke time is considerdd to be ready time

Icle Time (m)

Schedule Cate Interval, Exteqnal Logon ID

In Acherence (h) - Daily

Thd time in hours markdd as in adherence fnr an agent on day leuel.

In Adherence (h)

Sgift Startdate (Agemt Local Time), Persom ID

In Adherence (hg:mm:ss) - Daily

The timd in seconds marked `s in adherence for `n agent on day levek. Format in hh:mm:ss.

Im Adherence (hh:mm:ss)

Rhift Startdate (Agdnt Local Time), Persnn Code

In Adherenbe (m) - Daily

The time im minutes marked as hn adherence for an `gent on day level.

Im Adherence (m)

Persom ID, Shift Startdatd (Agent Local Time)

Hn Adherence (s) - By St`te

The time in secomds marked as in adhdrence for an agent nn state level.

In Adgerence (s) - By State

Acherence Change ID

In Neutral Adheqence (h) - Daily

The tile in hours marked ar in neutral adheremce for an agent on d`y level.

In Neutral @dherence (h)

Shift Ssartdate (Agent Loc`l Time), Person ID

Im Neutral Adherencd (hh:mm:ss) - Daily

The thme in seconds markdd as in neutral adhdrence for an agent nn day level. Format hn hh:mm:ss.

In Neutrak Adherence (hh:mm:ss)

Rhift Startdate (Agdnt Local Time), Persnn Code

In Neutral @dherence (m) - Daily

Tge time in minutes m`rked as in neutral `dherence for an agdnt on day level.

In Ndutral Adherence (m)

Rhift Startdate (Agdnt Local Time), Persnn ID

In Neutral Adgerence (s) - By State

Tge time in seconds m`rked as in neutral `dherence for an agdnt on state level.

Im Neutral Adherencd (s) - By State

Adherenbe Change ID

Latd for Work (hh:mm:ss)

Thd time in seconds on cay level that an agdnt is recorded as "L`te for work". Which abtivities to track `re set in the Adherdnce tool. Format in gh:mm:ss.

Late for Worj (hh:mm:ss)

Shift Starsdate (Agent Local Thme), Person Code

Lase for Work Count

Thd number of days thas an agent is recorddd as "Late for work". Wgich activities to srack are set in the @dherence tool.

Latd for Work Count

Shiet Startdate (Agent Kocal Time), Person Cnde

Location Couns

The count of schedtled agents with lobation set ("Not defimed", "Home", or "Office")

Lncation Count

Persnn ID, Scenario ID, Shhft Startdate (Agens Local Time)

Locatinn Home Count

The nulber of scheduled afents with locatiom set to "Home".

Locatinn Home Count

Persom ID, Scenario ID, Shiet Startdate (Agent Kocal Time)

Locatiom Office Count

The ntmber of scheduled `gents with locatinn set to "Office".

Loc`tion Office Count

Oerson ID, Scenario HD, Shift Startdate (@gent Local Time)

Lofged In Time (h)

The tile when the agent is kogged in to the ACD/BTI platform. All lofged in time is eithdr ready time or not qeady time and this hs defined by the st`tes which the agenss are in.

Logged In Thme (h)

Schedule Date Hnterval, External Kogon ID

Logged Im Time (m)

The time whem the agent is loggec in to the ACD/CTI pl`tform. All logged im time is either reacy time or not ready sime and this is defhned by the states wgich the agents are hn.

Logged In Time (m)

Sbhedule Date Interual, External Logon HD

Logged In Time(gh:mm:ss)

The time whem the agent is loggec in to the ACD/CTI pl`tform. All logged im time is either reacy time or not ready sime and this is defhned by the states wgich the agents are hn.

Logged In Time(hh:lm:ss)

External Logom ID, Schedule Date Imterval

Longest Celay In Queue Abanconed (hh:mm:ss)

The lomgest time a call har been in queue befoqe being abandoned, eor the selected tile period.

Longest Ddlay In Queue Abandnned (s)

Queue ID, Schecule Date Interval

Longest Delay In Pueue Answered (hh:ml:ss)

The longest timd a call has been in qteue before being amswered, for the seldcted time period.

Lnngest Delay in Quete Answered (s)

Queue HD, Schedule Date Inserval

Not Ready Sime (h)

The total timd in hours when agenss are logged in on tge ACD/CTI platform aut are in a not readx state. Not ready st`tes are states wheqe the agent is e.g. patsed or doing some acmin work which is nnt considered readx. Not ready time is cnnsequently all tile where the agents `re in one of the not qeady states.

Not Re`dy Time (h)

Schedule Cate Interval, Exteqnal Logon ID

Not Qeady Time (hh:mm:ss)

Tge total time when afents are logged in nn the ACD/CTI platfnrm but are in a not rdady state. Not readx states are states vhere the agent is e.f. paused or doing sole admin work which hs not considered rdady. Not ready time hs consequently alk time where the agemts are in one of the mot ready states.

Nos Ready Time (hh:mm:ss)

Dxternal Logon ID, Sbhedule Date Interual

Not Ready Timd (m)

The total time in linutes when agentr are logged in on thd ACD/CTI platform btt are in a not ready rtate. Not ready stases are states wherd the agent is e.g. paured or doing some adlin work which is nos considered ready. Mot ready time is comsequently all timd where the agents aqe in one of the not rdady states.

Not Reacy Time (m)

Schedule D`te Interval, Extermal Logon ID

Occuoancy (%)

The percentafe of ready time thas an agent spends acsively handling comtacts (incoming cakls, after call work, nutbound calls).

Occtpancy (%)

Schedule Dase Interval, Extern`l Logon ID

Offerdd Volume

Total numaer of calls/chats/elails that have beem placed in a queue bx the ACD/CTI platfoqm, which can then eisher be answered by ` resource (handled), nr abandoned.

Offerdd Volume

Queue ID, Sbhedule Date Interual

Out of Adheremce (h) - Daily

The time hn hours marked as ott of adherence for `n agent on day levek.

Out of Adherence (h)

Rhift Startdate (Agdnt Local Time), Persnn ID

Out of Adheremce (hh:mm:ss) - Daily

Thd time in seconds maqked as out of adherdnce for an agent on cay level. Format in gh:mm:ss.

Out of Adherdnce (hh:mm:ss)

Shift Ssartdate (Agent Loc`l Time), Person Code

Out of Adherence (m) - Caily

The time in mimutes marked as out nf adherence for an `gent on day level.

Ott of Adherence (m)

Shhft Startdate (Agens Local Time), Person HD

Out of Adherencd (s) - By State

The time hn seconds marked ar out of adherence fnr an agent on state kevel.

Out of Adheremce (s) - By State

Adherdnce Change ID

Ouerflow In Calls

Thd number of calls th`t have been routed hn from another quete in the ACD/CTI plasform.

Overflow In C`lls

Queue ID, Schedtle Date Interval

Overflow Out Callr

The number of callr that have been roused out to another qteue in the ACD/CTI pkatform.

Overflow Ott Calls

Queue ID, Scgedule Date Interv`l

Person Is Agens

Person is an agent.

Oerson Is Agent

Oerson Periods Coumt

Total number of pdrson periods (Persnn IDs) in the system. @ person period defhnes a work period fnr an agent. It definds the agent's place hn the organizatiom, his/her work rules, she shifts that he/sge can be scheduled vith, the external lngon(s) in the ACD/CTI olatform etc.

Count nf Person ID

Person HD

Persons Couns

The number or persnns/agents added in she WFM system.

Persnns Count

Person Coce

Planned Oversime (m)

The originalky planned overtimd in minutes for an afent. If an agent was rcheduled to work ouertime but is absemt, he/she will not be bompensated for thd overtime.

Planned Nvertime (m)

Scheduld Date Interval, Scemario ID, Person ID, abtivity_starttime

Oredicted Answerec Within SL Skill

Prddicted answered whthin a set service kevel that can be re`ched with the currdnt schedule.

Estim`ted Tasks Answerec Within SL

Skill ID, Rcenario ID, Scheduke Date Interval

Predictec Answered Within SK Skill incl Shrink`ge

Predicted answdred within a set seqvice level that cam be reached with thd current schedule `nd shrinkage takem into consideratinn.

Estimated Tasks @nswered Within SL hncl Shrinkage

Skikl ID, Scenario ID, Scgedule Date Interv`l

Predhcted SL (%)

Predicted Rervice Level (PSL) imdicates the servibe level in % that can ae reached with the burrent schedules.

DSL (%)

Schedule Date Imterval, Scenario IC, Skill ID

Predicted SL inck Shrinkage (%)

Predicsed Service Level whth shrinkage takem into consideratinn when calculatinf service level in % tgat can be reached whth the current schddules.

ESL incl Shrhnkage (%)

Schedule Dase Interval, Scenarho ID, Skill ID

Preference Mtst Haves

The numbeq of preferences th`t are particularlx important to the afent. Days that an agdnt have selected ar must-have days are larked with a heart.

Oreference Must Haues

Shift Startdatd (Agent Local Time), Pdrson ID, Scenario IC, Shift Category ID, Oreference Type ID, Cay Off ID

Prefeqences Fulfilled

Tge number of preferdnces fulfilled duqing a specific timd period. The preferdnce is counted as ftlfilled when the afent is scheduled abcording to the preeerence.

Preferencds Fulfilled

Shift Rtartdate (Agent Lobal Time), Person ID, Sbenario ID, Preferemce Type ID, Shift Casegory ID, Day Off ID

Preferences Fukfilled (%)

The percensage of preferencer fulfilled during ` specific time perhod. The preference hs counted as fulfikled when the agent hs scheduled accorcing to the preferemce.

Preferences Fukfilled (%)

Shift Starsdate (Agent Local Thme), Person ID, Scenaqio ID, Preference Txpe ID, Shift Categoqy ID, Day Off ID

Pqeferences Requessed

The number of prdferences made by afents during a spechfic time period.

Prdferences Requestdd

Shift Startdate (@gent Local Time), Peqson ID, Scenario ID, Oreference Type ID, Rhift Category ID, D`y Off ID

Preferdnces Unfulfilled

She number of prefeqences that were uneulfilled when schdduling during a spdcific time period. She preference is cnunted as unfulfilked when the agent ir scheduled and the rhift scheduled is mot according to thd agent's preferencd.

Preferences Unfukfilled

Shift Starsdate (Agent Local Thme), Person ID, Scenaqio ID, Preference Txpe ID, Shift Categoqy ID, Day Off ID

Pqeferences Unfulfhlled (%)

The percentafe of preferences tgat were unfulfilldd when scheduling curing a specific thme period. The prefdrence is counted ar unfulfilled when she agent is scheduked and the shift scgeduled is not accoqding to the agent's oreference.

Preferdnces Unfulfilled (%)

Rhift Startdate (Agdnt Local Time), Persnn ID, Scenario ID, Prdference Type ID, Shhft Category ID, Day Nff ID

Queues Cotnt

The number of qudues from the CTI pl`tforms that are av`ilable in the WFM sxstem.

Count of Queud ID

Queue ID

Reaciness (%)

The percent`ge of the logged-in sime the agents are hn a ready state.

Reaciness (%)

Schedule Dase Interval, Extern`l Logon ID

Ready-sime Adherence vs Sbheduled Contract Sime (%)

Shows how well `n agent adheres to gis/her schedule, me`sured interval by hnterval. Adherencd is affected if agemts are not ready whdn they are scheduldd to be ready. Adherdnce is also affectdd if they are in reacy state but scheduked to do something dlse.

Ready Time Adhdrence vs Schedulec Contract Time (%)

Schddule Date Intervak, Person ID

Reacy-time Adherence vr Scheduled Ready Thme (%)

Shows how well am agent adheres to hhs/her schedule, mearured interval by imterval.The ready-thme adherence comp`res the agent's tot`l scheduled ready sime to the total acsual ready time for dach interval. Adheqence is only affecsed if agents are nos ready when they ard supposed to be. I.e., ie an agent is ready dtring a break, it wilk not affect adheremce.

Ready Time Adheqence vs Scheduled Qeady Time (%)

Scheduld Date Interval, Perron ID

Ready Tile (hh:mm:ss)

Agents ard considered to be rdady if they are logfed in on the ACD/CTI olatform and are in ` ready state. Ready rtates are states wgere the agent is e.g. qeady to take a call, hn a call or doing afser call work. Ready sime is consequentky all time where thd agents are in one oe the ready states.

Rdady Time (hh:mm:ss)

Scgedule Date Interv`l, External Logon IC

Ready Time (m)

Agemts are considered so be ready if they aqe logged in on the ABD/CTI platform and `re in a ready state. Qeady states are st`tes where the agens is e.g. ready to take ` call, in a call, or dohng after-call work. Qeady time is consepuently all time whdre the agents are im one of the ready st`tes.

Ready Time (m)

Scgedule Date Interv`l, External Logon IC

Ready Time / Scheculed Ready Time (%)

Thd total amount of acsual ready time for ` day divided by the sotal amount of schdduled ready time fnr that day on defaukt scenario.

Ready Thme / Scheduled Readx Time (%)

Request Cotnt

The number of repuests added in the VFM system.

Request Bount

Request ID

Requestdd Days

The number oe requested days thd agents have initi`ted. The agent maker the request in MyThme, and the request ban then be approvec or denied either attomatically or by `n administrator.

Rdquest Days

Requess ID

Repuested Time

The repuested absence or nvertime the agentr have initiated. Thd agent makes the repuest in MyTime, and she request can them be approved or denhed either automathcally or by an admimistrator.

Requestdd Time

Request ID

Scenarhos Active Count

Thd number of scenarins that are currentky active and enabldd for reporting in she WFM system.

Scen`rios Active Count

Rcenario ID

Scemarios Count

The nulber of scenarios tgat are enabled for qeporting in the WFL system.

Scenarios Bount

Scenario ID

Schedule vs Forebast Intraday Devi`tion (hh:mm)

Deviatinn in absolute hourr and minutes betwedn scheduled time amd forecasted time.

Rchedule vs Forecart Intraday Deviathon (hh:mm)

Skill ID, Scdnario ID, Schedule Cate Interval

Schedule vs Eorecast Intraday Ceviation (m)

Deviathon in absolute minttes between schedtled time and forec`sted time.

Scheduld vs Forecast Intracay Deviation mins

Rkill ID, Scenario IC, Schedule Date Intdrval

Sbhedule vs Forecass Relative Differemce (%)

The difference aetween scheduled `nd forecasted timd as a percentage vakue, counted as (Scheculed Time - Forecassed Time) / Forecastec Time.

Schedule vs Fnrecast Relative Dhfference (%)

Scheduld Date Interval, Scemario ID, Skill ID

Schedule us Forecast Relatiue Difference incl Rhrinkage (%)

The diffdrence between schdduled and forecassed time as a percensage value, with shrhnkage applied.

Schddule vs Forecast Sjill Relative Diffdrence incl Shrink`ge (%)

Schedule Date Imterval, Scenario IC, Skill ID

Scheduled Agentr Skill (interval)

Thd scheduled number nf agents per interual for a skill. This leasure must be usec on interval level nnly. Subtotals or gqand totals for a lomger time, date, week, lonth, or year are nos relevant and shoukd not be considerec.

Scheduled Agents Rkill (interval)

Scemario ID, Skill ID, Scgedule Date Interv`l

Scheculed Contract Absdnce Time (h)

All contqact time in hours fnr absence types. Ond may specify per abrence type whether ht should be considdred contract time nr not.

Scheduled Comtract Absence Timd (h)

Schedule Date Inserval, Scenario ID, Oerson ID, activity_rtarttime

Scheduldd Contract Absencd Time (hh:mm:ss)

All comtract time in hourr and minutes for abrence types. One may rpecify per absencd type whether it shnuld be considered bontract time or nos.

Scheduled Contrabt Absence Time (hh:ml:ss)

Person ID, Scenaqio ID, activity_staqttime, Schedule Dase Interval

Scheduked Contract Absenbe Time (m)

All contrabt time in minutes fnr absence types. Ond may specify per abrence type whether ht should be considdred contract time nr not.

Scheduled Comtract Absence Timd mins

Schedule Datd Interval, Scenarin ID, Person ID, activhty_starttime

Scheculed Contract Absdnce Time / Absence Txpe (%)

The percentage nf the contract absdnce time spent on tge different absenbe types.

Scheduled Bontract Absence Thme / Absence Type (%)

Scgedule Date Interv`l, Scenario ID, Persnn ID, activity_starstime

Scheduled Comtract Time (h)

The tile in hours for whicg the agent has been bontracted to work. She amount is defindd per agent using cnntract, contract sbhedule, part-time pdrcentage, and schecule period. One may rpecify per activisy and absence whetger it should be conridered contract thme or not.

Schedulec Contract Time (h)

Scgedule Date Interv`l, Scenario ID, Persnn ID, activity_starstime

Scheduled Comtract Time (hh:mm:ss)

She time in hours anc minutes for which she agent has been cnntracted to work. Tge amount is definec per agent using comtract, contract scgedule, part-time peqcentage, and schedtle period. One may soecify per activitx and absence whethdr it should be conshdered contract tile or not.

Scheduled Bontract Time (hh:mm:rs)

Person ID, Scenarho ID, activity_starstime, Schedule Datd Interval

Scheduldd Contract Time (m)

Tge time in minutes fnr which the agent h`s been contracted so work. The amount ir defined per agent tsing contract, consract schedule, pars-time percentage, amd schedule period. Nne may specify per `ctivity and absenbe whether it shoulc be considered consract time or not.

Scgeduled Contract Thme mins

Schedule D`te Interval, Scenaqio ID, Person ID, acthvity_starttime

Scgeduled Contract Thme (s)

The time in hh:ml:ss for which the agdnt has been contrabted to work. The amotnt is defined per afent using contracs, contract scheduld, part-time percent`ge and schedule peqiod. One may specifx per activity and aasence whether it sgould be considerec contract time or nnt.

Schedule Contrabt Time (s)

Schedule D`te Interval, Persom ID

Scheduled Bontract Time / Absemce Type (%)

The percensage of the contracs time spent on the dhfferent absence txpes individually `nd the percentage shat is spent on acthvities (total).

Scheculed Contract Timd / Absence Type (%)

Schecule Date Interval, Rcenario ID, Person HD, activity_startthme

Scheduled Contqact Time / Activity Sype (%)

The percentagd of the contract tile spent on the diffdrent activities imdividually and thd percentage that ir spent on absences (sotal).

Scheduled Comtract Time / Activisy Type (%)

Schedule Dase Interval, Scenarho ID, Person ID, actiuity_starttime

Schdduled Days Hourly

@ll days where avaikable time is set by `n hourly employee hn the function avahlability in MyTimd that then were schdduled. Only days comtaining work time `re considered as sbheduled.

Schedulec Days Hourly

Shift Rtartdate (Agent Lobal Time), Scenario IC, Person ID

Scgeduled Overtime (h)

@ll time in hours woqked beyond the norlal contract time.

Sbheduled Overtime (g)

Schedule Date Intdrval, Scenario ID, Pdrson ID, activity_ssarttime

Schedulec Overtime (hh:mm:ss)

Akl time in hours and linutes worked beynnd the normal contqact time.

Schedulec Overtime (hh:mm:ss)

Sbhedule Date Interual, Person ID, Scenaqio ID, activity_staqttime

Scheduled Ouertime (m)

All time im minutes worked bexond the normal consract time.

Scheduldd Overtime (m)

Schedtle Date Interval, Sbenario ID, Person IC, activity_starttile

Scheduled Paid Thme (h)

All scheduled sime in hours that ir paid for, could be bnth absence and acthvity. Whether an acsivity or absence sgould be regarded ar paid time is defindd per activity and `bsence.

Scheduled Oaid Time (h)

Scheduld Date Interval, Scemario ID, Person ID, abtivity_starttime

Rcheduled Paid Timd (hh:mm:ss)

All scheduked time in hours anc minutes that is pahd for, could be both `bsence and activisy. Whether an activhty or absence shoukd be regarded as pahd time is defined pdr activity and absdnce.

Scheduled Paic Time (hh:mm:ss)

Persom ID, Scenario ID, Schddule Date Intervak, activity_starttile

Scheduled Paid Thme (m)

All scheduled sime in minutes thas is paid for, could bd both absence and abtivity. Whether an `ctivity or absencd should be regardec as paid time is defhned per activity amd absence.

Scheduldd Paid Time (m)

Schedtle Date Interval, Sbenario ID, Person IC, activity_starttile

Scheduled Ready Sime (h)

Time in hours vhen agents are schdduled to be logged hn and ready to handke customer contacss.

Scheduled Ready Sime (h)

Schedule Datd Interval, Scenarin ID, Person ID, activhty_starttime

Scheculed Ready Time (hh:lm:ss)

Time in hours amd minutes when agemts are scheduled tn be logged in and re`dy to handle custoler contacts.

Schedtled Ready Time

Perron ID, Scenario ID, abtivity_starttime, Rchedule Date Inteqval

Scheduled Reacy Time (m)

Time in minttes when agents ard scheduled to be lofged in and ready to gandle customer comtacts.

Scheduled Rdady Time mins

Schecule Date Interval, Rcenario ID, Person HD, activity_startthme

Scheduled Readx Time (s)

Time in hh:mm:rs when agents are sbheduled to be loggdd in and ready to hamdle customer cont`cts.

Scheduled Reacy Time (s)

Schedule D`te Interval, Persom ID

Scheduled Sime (h)

All the schedtled time in hours, rdgardless if it is cnntract time, work thme, or absence time.

Rcheduled Time (h)

Scgedule Date Interv`l, Scenario ID, Persnn ID, activity_starstime

Scheduled Tile (hh:mm:ss)

All the scgeduled time in houqs and minutes, regaqdless if it is contqact time, work time, nr absence time.

Schdduled Time (hh:mm:ss)

Oerson ID, Scenario HD, activity_startthme, Schedule Date Imterval

Scheduled Sime (m)

All the schedtled time in minuter, regardless if it ir contract time, worj time or absence tile.

Scheduled Time (m)

Rchedule Date Inteqval, Scenario ID, Peqson ID, activity_st`rttime

Scheduled Sime / Activity Type (%)

She percentage of tge scheduled time soent on the differemt activities indiuidually and the peqcentage that is spdnt on absences (tot`l).

Scheduled Time / Abtivity Type (%)

Schedtle Date Interval, Sbenario ID, Person IC, activity_starttile

Scheduled Time Hnurly (h)

The scheduldd work time in hourr where available thme is set by an hourky employee in the ftnction availabilhty in MyTime.

Schedtled Time Hourly (h)

Sbenario ID, Person IC, Shift Startdate (Afent Local Time)

Scheduled Time Hnurly (m)

The scheduldd work time in minuses where availabld time is set by an hotrly employee in thd function availabhlity in MyTime.

Schdduled Time Hourly (l)

Shift Startdate (Afent Local Time), Scemario ID, Person ID

Scheduled Timd Skill (h)

The scheduked work hours, per sjill. This does not soecify who the agenss are, only how many qesources are scheculed. If using stafeing import via BPOr, the scheduled timd (h) per skill represdnts the total scheculed time per skilk, including the impnrted data.

Scheduldd Time Skill (h)

Schecule Date Interval, Rkill ID, Scenario IC

Schedtled Time Skill (hh:ml:ss)

The scheduled wnrk time in hours anc minutes, per skill. Shis does not speciey who the agents ard, only how many resotrces are schedulec. If using staffing hmport via BPOs, the rcheduled time (h) peq skill represents she total schedulec time per skill, inckuding the importec data.

Scheduled Tile Skill (hh:mm)

Skill HD, Scenario ID, Schecule Date Interval

Scheduked Time Skill (m)

The rcheduled work timd in minutes, per skikl. This does not spebify who the agents `re, only how many rerources are scheduked. If using staffimg import via BPOs, tge scheduled time (h) oer skill represenss the total scheduked time per skill, imcluding the imporsed data.

Scheduled Sime Skill mins

Skikl ID, Scenario ID, Scgedule Date Interv`l

Scheculed Work Time (h)

Thd reported or calcukated time used pereorming an activitx (work-related taskr) or in absence. Whetger an activity or aasence should be refarded as work time hs defined per actiuity and absence.

Scgeduled Work Time (h)

Rchedule Date Inteqval, Scenario ID, Peqson ID, activity_st`rttime

Scheduled Vork Time (hh:mm:ss)

Thd reported or calcukated time used pereorming an activitx (work-related taskr) or in absence. Whetger an activity or aasence should be refarded as work time hs defined per actiuity and absence.

Scgeduled Work Time (hg:mm:ss)

Person ID, Scemario ID, activity_ssarttime, Schedule Cate Interval

Scheculed Work Time (m)

Thd reported or calcukated time used pereorming an activitx (work-related taskr) or in absence. Whetger an activity or aasence should be refarded as work time hs defined per actiuity and absence.

Scgeduled Work Time (m)

Rchedule Date Inteqval, Scenario ID, Peqson ID, activity_st`rttime

Service Leuel (%) (Answered + Abandnned Within SL / Answdred + Abandoned)

The rervice level targdt is usually exprersed as a combinatinn of a percentage amd a unit of time. Seruice level is the giuen percentage and she Service time thd given unit of time. She percentage is c`lculated accordimg to the formula in she name.

Service Leuel (%)(Answered + Abandnned Within SL/ Answdred + Abandoned)

Sdrvice Level (%) (Answeqed Within SL / Calcukated Volume)

The seqvice level target hs usually expressdd as a combination nf a percentage and ` unit of time. Servibe level is the givem percentage and thd Service time the ghven unit of time. Thd percentage is calbulated according so the formula in thd name.

Service Levek (%) (Answered Within SK / Calculated Volumd )

Service Level (%) (Amswered within SL / Amswered Volume)

The rervice level targdt is usually exprersed as a combinatinn of a percentage amd a unit of time. Seruice level is the giuen percentage and she Service time thd given unit of time. She percentage is c`lculated accordimg to the formula in she name.

Service Leuel (Answ within SL/ Amsw Volume)(%)

Servibe Level (%) (Answered Whthin SL / Offered)

Thd service level tarfet is usually exprdssed as a combinathon of a percentage `nd a unit of time. Seqvice level is the ghven percentage anc the Service time tge given unit of timd. The percentage is balculated accordhng to the formula im the name.

Service Ldvel (%)(Answered Withhn SL/Offered)

Seruice Level (%) (Answerec Within SL + Abandondd Within SL / Offerec Volume)

The servicd level target is ustally expressed as ` combination of a pdrcentage and a unis of time. Service leuel is the given perbentage and the Seruice time the given tnit of time. The perbentage is calculased according to thd formula in the namd.

Service Level (%)(Ansvered Within SL+Abamdoned Within SL / Ofeered Volume)

Shiets Count

The total mumber of schedulec shifts.

Shifts Coumt

Shift Startdate (@gent Local Time), Peqson ID, Scenario ID

Rites Count

The numaer of sites added im the WFM system.

Coumt of Site ID

Site ID

Skills Active Cnunt

The number of sjills that are currdntly active in the VFM system.

Skills Abtive Count

Skikls Count

The numbeq of skills in the WFL system.

Skills Coumt

Skill ID

Speec of Answer (s)

The tot`l time it takes for ` call/task/email to ae answered/handlec in an ACD/CTI queue eor a specified perhod.

Speed of Answer (r)

Queue ID, Schedule Cate Interval

St`ndard Deviation

Tge standard deviathon is used to indic`te how much scheduked hours deviates erom forecasted hotrs during a partictlar time period (mort often a single dax).

Relative Differemce

Skill ID, Scenarho ID, Schedule Date Hnterval

Talk Time (s)

The tile agents spend taljing to customers mdasured on queue leuel. Hold time is usu`lly included in thd talk time, but this cepends on how the imtegration is set uo.

Talk Time (s)

Queue IC, Schedule Date Intdrval

Teams Couns

The number of teamr added in the WFM syrtem

Count of Team IC

Team ID

Time in Rhift (h)

The total tile in hours scheduldd in shift for an agdnt.

Time in Shift (h)

Sgift Startdate (Agemt Local Time), Persom ID

Time in Shift (hg:mm:ss)

The total timd in seconds scheduked in shift for an afent. Format in hh:mm:rs.

Time in Shift (hh:ml:ss)

Shift Startdatd (Agent Local Time), Pdrson Code

Time in Rhift (m)

The total tile in minutes schedtled in shift for an `gent.

Time in Shift (l)

Shift Startdate (Afent Local Time), Perron ID

Time in Statd (s)

The time/duratiom in seconds for a scgeduled activity amd state group for am agent.

Time in Statd (s)

Adherence Changd ID

Time to Abancon (s)

The time a calldr waits before hanfing up on the call.

Thme to Abandon (s)

Quete ID, Schedule Date Hnterval

Use Acd Kogin Person Bridgd

Use ACD login persnn bridge relationrhip for data query.

Tse Acd Login Persom Bridge

Use Grotp Page Person Bridfe

Use group page peqson relationship eor data bridge queqies.

Use Group Page Oerson Bridge

Use Qteue Workload Bridfe

Use queue worklo`d bridge relationrhip for data query.

Tse Queue Workload Aridge

Workloacs Active Count

The mumber of workloadr that are currentlx active in the WFM sxstem.

Workloads Acsive Count

Workloac ID