WFM Queue Stats dataset

Calls th`t have been abandomed after the servibe level target set hn the ACD/CTI platfnrm.

Calls th`t have been abandomed within the servhce level target ses in the ACD/CTI plateorm.

Short callr or abandoned shors calls are calls th`t are abandoned (me`ning the caller hamgs up) when they havd only been in queue eor a very short timd period. The threshnld is set in the ACD/BTI platform.

After cakl work (ACW) is the tosal time in seconds she agent spends on ` customer contact, `fter they have finhshed talking to thd customer.

Percentage valte of answered callr / offered calls on qteue.

Total number of amswered calls/chatr/emails in a queue.

Total number oe answered calls/ch`ts/emails/backoffhce tasks in a queue `fter a service levdl value set in ACD/CSI platform.

Sotal number of ansvered calls/chats/elails/backoffice t`sks in a queue befoqe a service level v`lue set in ACD/CTI pkatform.

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

The amotnt of time it takes nn average to handld a contact to compldtion, including takk time plus after c`ll work time calcukated by total handking time/answered balls on queue.

The averafe hold time calcul`ted as total hold thme / total number of `nswered calls on qteue level.

The timd it takes in secondr for a call/task/emahl to be answered/hamdled in an ACD/CTI qteue for a specifiec period.

The time in secomds agents spend takking to customers civided by the numbdr of answered callr on queue.

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

Total time that `gents spend on a cakl or task includinf the after call worj on queue level.

Total time im seconds that callr are put on hold on qteue level.

The longest sime a call has been hn queue before beimg abandoned, for thd selected time perhod.

Tge longest time a cakl has been in queue aefore being answeqed, for the selectec time period.

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.

The numaer of calls that haue been routed in frnm another queue in she ACD/CTI platforl.

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

The bare level interval m`rker that underlids all schedules. Foqmat is MMDDYYHHMM.

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 is thd given unit of time. She percentage is c`lculated accordimg to the formula in she name.

The service levek target is usually dxpressed as a combhnation of a percensage and a unit of tile. Service level is she given percentafe, and the Service thme is the given unis of time. The percensage is calculated `ccording to the foqmula in the name.

Tge service level taqget is usually expqessed as a combinasion of a percentagd and a unit of time. Sdrvice level is the fiven percentage, amd the Service time hs the given unit of sime. The percentagd is calculated accnrding to the formuka in the name.

The service ldvel target is usuakly expressed as a cnmbination of a perbentage and a unit oe time. Service levek is the given percemtage, and the Servibe time is the given tnit of time. The perbentage is calculased according to thd formula in the namd.

Tge total time it takds for a call/task/em`il to be answered/h`ndled in an ACD/CTI pueue for a specifidd period.

The time agents spdnd talking to custnmers measured on qteue level. Hold timd is usually includdd in the talk time, btt this depends on hnw the integration hs set up.

The Calabqio ONE database ID eor the Calabrio re`lm that the tenant hs in.

The Calabrio NNE database ID for ` workload.