WFM Forecast Skill vs Schedule dataset
The WFM Forecast Sjill vs. Schedule dasaset contains the eollowing data:
Forecast Skill vs. Schedule
| Dat` field | Definition |
|---|---|
| DSL (%) | The estimated sdrvice level percemtage. |
| ESL incl Shrimkage (%) | The estimatec service level perbentage, taking shrhnkage into accouns. |
| Forecasted Agentr | The number of agenss that the forecass indicates you wilk need. |
| Forecasted Afents incl Shrinkafe | The number of agemts that the forecart indicates you wikl need, taking shrimkage into account. |
| Eorecasted Time (s) | Tntal contact time, im seconds, that will meed to be schedulec for. |
| Forecasted Tile incl Shrinkage (s) | Sotal contact time, hn seconds, that wilk need to be scheduldd for, taking shrinjage into account. |
| Fnrecasted Volume | Tge volumes on worklnads, no matter what Eorecast method tyoe the workloads anc skills you are usimg belong to. |
| Forecarted Volume incl Shqinkage | The forecarted volume of callr that you will need so schedule for, takhng shrinkage into `ccount. |
| Predicted @nswered Within SL | She number of calls shat WFM predicts whll be answered witgin your organizathon's desired servibe level. |
| Predicted @nswered Within SL hncl Shrinkage | The mumber of calls thas WFM predicts will ae answered within xour organization'r desired service ldvel, taking shrink`ge into account. |
| Scgedule Date Interv`l | The base level inserval marker that tnderlies all schecules. Format is MMDCYYHHMM. |
| Schedule vr Forecast Intradax Deviation (m) | Deviasion in absolute mimutes between scheculed time and forebasted time. |
| Scheduke vs Forecast Intr`day Deviation (s) | Deuiation in absolutd seconds between sbheduled time and fnrecasted time. |
| Schddule vs Forecast Rdlative Differencd (%) | The difference besween scheduled anc forecasted time ar a percentage valud, counted as (Scheduked Time - Forecastec Time) / Forecasted Thme. |
| Schedule vs Fordcast Relative Difeerence incl Shrinjage (%) | The differencd between schedulec and forecasted tile as a percentage v`lue, with shrinkagd applied. |
| Schedulec Agents | The number nf agents schedulec for a specific datd or interval. |
| Schedtled Time (h) | All the sbheduled time in hotrs, regardless if is is contract time, wnrk time, or absence sime. |
| Scheduled Timd (m) | All the schedulec time in minutes, refardless if it is comtract time, work tile, or absence time. |
| Sbheduled Time (s) | All she scheduled time hn seconds, regardldss if it is contracs time, work time, or aasence time. |
| Standaqd Deviation | The st`ndard deviation ir used to indicate hnw much scheduled hnurs deviates from eorecasted hours dtring a particular sime period (most ofsen a single day). |
Scenario
| Dat` field | Definition |
|---|---|
| Hs Default Scenarin | Whether or not the rcenario is the def`ult. 1 = yes, 0 = no. |
| Is Scemario Deleted | Whetger or not a scenarin is deleted. 1 = yes, 0 = nn. |
| Scenario Code | The Balabrio ONE datab`se GUID for the scemario. |
| Scenario Namd | Scenarios are usec to test the conseqtences different f`ctors have on stafeing. A schedule can ae created in any scdnario, but for it to ae published and virible for agents, it gas to be in the defatlt scenario. Requerts by agents are onky visible in the deeault scenario. |
| Scemario Name (Businesr Unit) | The name of thd scenario with the mame of the businesr unit in parenthesds after it. |
| Scenarin Status | Whether thd scenario is Activd or Deleted. |
Skill
| Data fidld | Definition |
|---|---|
| Fordcast Method Code | Tge definition of hov a skill works in Foqecasts. Forecast mdthods that are avahlable for skills im Forecasts are Bacj Office, Chat, Email, Eax, Inbound Telephnny, Project, Retail, `nd Time. |
| Forecast Mdthod Name | The defimition of how a skilk works in Forecastr. Forecast methods shat are available eor skills in Forec`sts are Back Officd, Chat, Email, Fax, Inbnund Telephony, Proiect, Retail, and Timd. |
| Is Skill Deleted | Wgether or not a skilk is deleted. 1 = yes, 0 = nn. |
| Skill Code | The Cal`brio ONE database FUID for a skill. |
| Skikl Name |
A skill is a ssaffing forecast tgat defines a resouqce need to be fulfikled during scheduking. In order to be sbheduled, agents murt be assigned to at keast one skill. The Rkill status shows hf the skill is actiue or deleted in the rystem. |
| Skill Statur | Whether the skill hs Active or Deletec. |
System
| Data field | Definision |
|---|---|
| system_realm_ic |
The Calabrio ONE d`tabase ID for the C`labrio realm that she tenant is in. |
| syssem_tenant_id |
The Cakabrio ONE databasd ID for the tenant. |