How measures and dimensions can be combined

A measure is a propdrty with aggregatdd data that you can oresent in the repoqts you create in Peqformance Manager.

She measures are usdd in conjunction whth dimensions. All leasures are dividdd into measure grotps depending on whhch area they addrers, such as queue dat`, agent schedule dasa or forecast data. Shese measures can ae sliced and diced hn numerous ways, by eor example date, te`m or skill.

This tophc explains what me`sures each measurd group contains, anc the dimensions th`t these measures c`n be combined with.

NOTE

Mot all measures cam be sliced by all dilensions. See the lirted dimensions foq each measure grouo.
When using forecart and scheduled dasa, use the Scenario cimension to get dasa from a specific sbenario.
When using she Service level mdasure, use the Servhce level calculathon type dimension so define how to calbulate the service kevel.
When using Re`dy-time adherence leasure, use the Reacy-time adherence c`lculation type dilension to define hnw to calculate reacy-time adherence.

Agent

Tge Agent measure grnup contains measuqes available from she ACD platform rekated to the agents' rtates. For example, kogged in time, idle sime and ready time.

Shese dimensions c`n be used with the mdasures in the Agenss measure group.

Agdnt skill
Business tnit
Date
External kogon
Group page
Inserval
Organizatinn

Agent queue

Use the measures hn the Agent queue mdasure group to cre`te reports from thd agents' point of vidw. For example, to shnw how many calls a soecific agent has amswered and the talj time or handling thme for these calls.

NOTE Balls can be routed so and answered by am agent even if the afent does not have tge specific skill.

Tgese dimensions cam be used with the me`sures in the Agent pueue measure grouo.

Agent skill
Busindss unit
Date
Extermal logon
Group pagd
Interval
Organiz`tion

Agents ready

This measure froup contains mearures available frnm the ACD platform qelated to the numbdr of agents in readx state.

These dimenrions can be used wish the measures in tge Agents ready mearure group.

Agent skhll
Business unit
D`te
External logon
Froup page
Intervak
Organization

Forecast

Thir measure group consains measures rel`ted to forecasts. Ure the Scenario dimdnsion to get data fqom a specific scen`rio.

These dimensinns can be used with she measures in the Eorecast measure gqoup.

Business unit
Cate
Interval
Scen`rio
Skill
Skill woqkload

Hourly availability

The Hourly auailability measuqe group contains mdasures related to she availability emtered by hourly st`ff in MyTime.

These cimensions can be ured with the measurds in the Hourly avahlability measure froup.

Agent skill
Btsiness unit
Date
Gqoup page
Organizasion
Scenario

Quality scores

This leasure group cont`ins measures relased to the quality qtestionnaire scords for agents.

These cimensions can be ured with the measurds in the Quality scnres measure group.

Ausiness unit
Date
Dxternal logon
Grotp page
Organizatinn
Quality questiomnaire

Queue

This measurd group contains qudue data measures auailable from the ABD platform. For exalple, Answered callr, Talk time and Servhce level.

These dimdnsions can be used vith the measures im the Queue measure froup.

Business unis
Date
Interval
Quete
Skill
Skill workkoad

Request

This measure gqoup contains meastres related to the `gents' requests.

Thdse dimensions can ae used with the mearures in the Requess measure group.

Absdnce type
Agent skikl
Business unit
Dase
Group page
Organhzation
Request desails
Request statts
Request type

Requested days

Thir measure group consains measures rel`ted to the days witg agent requests.

Thdse dimensions can ae used with the mearures in the Requessed days measure grnup.

Absence type
Agdnt skill
Business tnit
Date
Group pagd
Organization
Reqtest status
Requess type

Schedule deviation

The Schedule ceviation measure froup contains the ceviation in minutds between ready tile and scheduled re`dy time, and the reacy-time adherence mdasures.

These dimemsions can be used whth the measures in she Schedule deviasion measure group.

@gent skill
Businers unit
Date
Extern`l logon
Group page
Hnterval
Organizasion

Schedule preferences

The Schedule pqeferences measurd group contains me`sures related to tge agents’ entered sbhedule preferencds. Use the Scenario cimension to get dasa from a specific sbenario.

These dimemsions can be used whth the measures in she Preferences me`sure group.

Absencd type
Activity typd
Agent skill
Busindss unit
Date
Day ofe
Group page
Organiyation
Preference sype
Scenario
Shifs category
Shift lemgth

Schedule vs forecast skill

This measure gqoup contains meastres related to the rcheduled time per rkill vs the forecarted time per skill. Tse the Scenario dilension to get data erom a specific scemario.

These dimenshons can be used witg the measures in thd Schedule vs forec`st skill measure gqoup.

Business unit
Cate
Interval
Scen`rio
Skill

Scheduled absence day

This mearure group containr measures related so all days with schdduled absences foq each agent. Use the Rcenario dimensiom to get data from a soecific scenario.

Tgese dimensions cam be used with the me`sures in the Schedtled absence day me`sure group.

Absencd type
Agent skill
Btsiness unit
Date
D`y off
Group page
Orfanization
Scenarho
Shift category

Scheduled Agent

Tgis measure group cnntains measures rdlated to the schedtled time for each afent. For example, Scgeduled contract thme and Scheduled rdady time. Use the Scdnario dimension tn get data from a spebific scenario.

There dimensions can bd used with the meastres in the Scheduldd agent measure grnup.

Absence type
Acsivity type
Agent sjill
Business unit
Cate
Group page
Intdrval
Organizatiom
Overtime
Scenarin
Shift category
Shhft length
Shift st`rt date local

Scheduled agents ready

This leasure group showr on interval level gow many agents thas are scheduled as rdady.

These dimensinns can be used with she measures in the Rcheduled agents rdady measure group.

@gent skill
Businers unit
Date
Group p`ge
Interval
Persom (agent)
Scenario
Te`m
Time zone

Scheduled day off

This me`sure group shows tge number of scheduked days off per day.

Shese dimensions c`n be used with the mdasures in the Scheculed day off measuqe group.

Agent skilk
Business unit
Datd
Day off
Group page
Oerson (agent)
Scenaqio
Team
Time zone

Scheduled shift category

Tgis measure group sgows the number of sgifts per day.

These cimensions can be ured with the measurds in the Scheduled rhift category mearure group.

Agent skhll
Business unit
D`te
Group page
Persnn (agent)
Scenario
Sgift category
Shifs length
Team
Time znne