Calculated fields

Calculated fields are created from measures. They use existing measures to calculate new measures.

Data as of 20 May 2022

Display name

Description

Tags

Formula text

Abandon Rate (%)   WFM if(ifnull([Offered Volume],0)=0,0,[Abandoned Calls]/[Offered Volume])
Abandon rate excl Short Calls (%)   WFM IF IFNULL([Offered Volume],0)>0 THEN divide([Abandoned Calls]-[Abandoned Short Calls],[Offered Volume]) ELSE 0
Abandoned Calls After SL   WFM [Abandoned Calls]-ifnull([Abandoned Calls Within SL],0)-ifnull([Abandoned Short Calls],0)
Absenteeism (%)   WFM if [Scheduled Contract Time mins]>0 THEN [Scheduled Contract Absence Time mins]/[Scheduled Contract Time mins] else NULL
ACW Avg After Call Work (hh:mm:ss)   WFM if [Agent Answered Volume]>0 then [After Call Work (hh:mm:ss)]/[Agent Answered Volume] else 0
ACW Avg After Call Work (s)   WFM if [Agent Answered Volume]>0 then [After Call Work (hh:mm:ss)]/[Agent Answered Volume] else 0
Adherence (%) - Daily   WFM if ([In Adherence (hh:mm:ss)]+[Out of Adherence (hh:mm:ss)])>0 then [In Adherence (hh:mm:ss)]/([In Adherence (hh:mm:ss)]+[Out of Adherence (hh:mm:ss)]) else null
Admin Time (h)   WFM [Admin Time (hh:mm:ss)]/3600
Admin Time (m)   WFM [Admin Time (hh:mm:ss)]/60
Agent After Call Work (s)   WFM [After Call Work (hh:mm:ss)]
Agent Answered Volume / Ready Hour   WFM let [ready hours]= [ready_time_s]/3600 if [ready_time_s]>0 then [Agent Answered Volume]/ [ready hours] else null
Agent Answered Volume / Scheduled Ready Hour   WFM IF filteredvalue([Scheduled Ready Time (h)], [Scenario].[Default Scenario]=1)>0 THEN [Agent Answered Volume]/ filteredvalue([Scheduled Ready Time (h)], [Scenario].[Default Scenario]=1) ELSE NULL
Agent Avg Hold Time (s)   WFM IF IFNULL([Agent Answered Volume],0)>0 THEN divide([Agent Hold Time (s)],[Agent Answered Volume]) ELSE 0
Agent Hold Time (hh:mm:ss)   WFM [Agent Hold Time (s)]
Agent Skill Sets     distinctCount(filteredValue([Agent Skill Set].[Agent Skill Set ID], [Agent Skill Set].[Agent Skill Set ID]>0))
Agent Talk Time (hh:mm:ss)   WFM [Agent Talk Time (hh:mm:ss)]
AHT Avg Handling Time (s)   WFM if [Agent Answered Volume]>0 then [Agent Handling Time (hh:mm:ss)]/[Agent Answered Volume] else 0
Answer Rate (%)   WFM IF [Answered Volume]>[Offered Volume] THEN 1 ELSE IF([Offered Volume]>0, [Answered Volume]/[Offered Volume],0)
Answered Volume After SL   WFM IF([Answered Volume]<[Answered Volume Within SL],0,[Answered Volume]-[Answered Volume Within SL])
ASA Avg Speed of Answer (hh:mm:ss)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Speed of Answer (s)],[Answered Volume]) ELSE 0
ASA Avg Speed of Answer (s)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Speed of Answer (s)],[Answered Volume]) ELSE 0
ATT Agent Avg Talk Time (hh:mm:ss)   WFM [Agent Talk Time (hh:mm:ss)]/[Agent Answered Volume]
ATT Agent Avg Talk Time (s)   WFM [Agent Talk Time (hh:mm:ss)]/[Agent Answered Volume]
Available Time Hourly (h)   WFM [Available Time Hourly (m)]/60
Avg After Call Work (hh:mm:ss)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([After Call Work (s)],[Answered Volume]) ELSE 0
Avg After Call Work (s)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([After Call Work (s)],[Answered Volume]) ELSE 0
Avg Handling Time (hh:mm:ss)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Handling Time (s)],[Answered Volume]) ELSE 0
Avg Handling Time (s)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Handling Time (s)],[Answered Volume]) ELSE 0
Avg Hold Time (s)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Hold Time (s)],[Answered Volume]) ELSE 0
Avg Talk Time (hh:mm:ss)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Talk Time (s)],[Answered Volume]) ELSE 0
Avg Talk Time (s)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Talk Time (s)],[Answered Volume]) ELSE 0
Avg Time to Abandon (hh:mm:ss)   WFM IF IFNULL([Abandoned Calls],0)>0 THEN divide([Time to Abandon (s)],[Abandoned Calls]) ELSE 0
Avg Time to Abandon (s)   WFM IF IFNULL([Abandoned Calls],0)>0 THEN divide([Time to Abandon (s)],[Abandoned Calls]) ELSE 0
Business Unit Name Skill   WFM if([Skill].[Business Unit ID]=[Business Unit].[Business Unit ID],[Business Unit].[Business Unit Name],"")
Calculated Volume (Actual)   WFM LET [CALC]=[Offered Volume]*[Workload ID].[Workload Calculation Percentage Offered]+ [Abandoned Calls]*[Workload ID].[Workload Calculation Percentage Abandoned]+ [Abandoned Calls After SL]*[Workload ID].[Workload Calculation Percentage Abandoned After SL]+ [Abandoned Short Calls]*[Workload ID].[Workload Calculation Percentage Abandoned Short Calls]+ [Abandoned Calls Within SL]*[Workload ID].[Workload Calculation Percentage Abandoned Within SL]+ [Overflow In Calls]*[Workload ID].[Workload Calculation Percentage Overflow In]+ [Overflow Out Calls]*[Workload ID].[Workload Calculation Percentage Overflow Out] IF [CALC]<=0 THEN NULL ELSE [CALC]
Count of Absences   WFM filteredValue(count([Absence].[Absence ID]),[Absence].[Absence ID]>0)
Count of Activities   WFM filteredValue(count([Activity].[Activity ID]),[Activity].[Activity ID]>0)
Count of Business Unit ID   WFM filteredValue([Count of [Business Unit].[Business Unit ID]],[Business Unit].[Business Unit ID]>0)
Count of Queue ID   WFM filteredvalue(count([Queue].[Queue ID]),[Queue].[Queue ID]>0)
Count of Site ID   WFM filteredValue([Count of [Site].[Site ID]],[Site].[Site ID]>0)
Count of Team ID   WFM filteredValue([Count of [WFM Team].[Team ID]],[WFM Team].[Team ID]>0)
Deviation The ready time adherence calculation always origins from the number of minutes an agent has deviated from his/her schedule. If the ready time (logged ACD/CTI activity) is less or equal to the scheduled ready time (Schedule activity), the deviation will be the actual difference between scheduled ready time vs. actual ready time: Deviation = Scheduled Ready Time - Ready Time However if an agent overperforms, e.g. the ready time is more than his/her scheduled ready time, the deviation calculated is a fictional number only used to later be able to calculate a correct adherence percentage. It does not represent the actual difference between scheduled ready time and actual ready time. The formula used is: Deviation = (Ready Time - Scheduled Ready Time) * (Scheduled Ready Time / Ready Time) WFM if [Actual Ready Time] <= [Scheduled Ready Time (s)] THEN [Scheduled Ready Time (s)] - [Actual Ready Time] else ([Actual Ready Time] - [Scheduled Ready Time (s)]) * ([Scheduled Ready Time (s)] / [Actual Ready Time])
Forecast vs. Actual After Call Work Abs. diff. (%)   WFM LET [ACW Abs Diff]=ABS(IF([After Call Work (s)]>0 && [Forecasted ACW (s)]>0,[After Call Work (s)] - [Forecasted ACW (s)],NULL)) IF[After Call Work (s)]>0 THEN [ACW Abs Diff]/[After Call Work (s)] ELSE NULL
Forecast vs. Actual Handling Time Abs. diff. (%)   WFM LET [Handling Time Abs Diff]=ABS(IF([Handling Time (s)]>0 && [Forecasted Handling Time (s)]>0,[Handling Time (s)]- [Forecasted Handling Time (s)],NULL)) IF[Handling Time (s)]>0 THEN [Handling Time Abs Diff]/[Handling Time (s)] ELSE NULL
Forecast vs. Actual Talk Time Abs. diff. (%)   WFM LET [Talk Time Abs Diff]=ABS(IF([Talk Time (s)]>0 && [Forecasted Talk Time (s)]>0,[Talk Time (s)] - [Forecasted Talk Time (s)],NULL)) IF[Talk Time (s)]>0 THEN [Talk Time Abs Diff]/[Talk Time (s)] ELSE NULL
Forecast vs. Actual Volume Abs. diff. (%)   WFM LET [Volume Abs Diff]=ABS(IF([Calculated Volume (Actual)]>0 && [Forecasted Volume]>0,[Calculated Volume (Actual)] - [Forecasted Volume],NULL)) IF[Calculated Volume (Actual)]>0 THEN [Volume Abs Diff]/[Calculated Volume (Actual)] ELSE NULL
Forecasted Avg ACW (s)   WFM IF [Forecasted Volume]>0 THEN DIVIDE([Forecasted ACW (s)],[Forecasted Volume]) ELSE 0
Forecasted Avg Handling Time (s)   WFM IF [Forecasted Volume]>0 THEN DIVIDE([Forecasted Handling Time (s)],[Forecasted Volume]) ELSE 0
Forecasted Avg Talk Time (s)   WFM IF [Forecasted Volume]>0 THEN divide([Forecasted Talk Time (s)],[Forecasted Volume]) ELSE 0
Forecasted Calls   WFM filteredValue([Forecasted Volume],[Forecast Method].[forecast_method_name]="InboundTelephony")
Group Page Count     distinctCount([Group Page])
Hold Time (hh:mm:ss)   WFM [Hold Time (s)]
Hourly Utilization (%)   WFM if [Available Time Hourly (m)]>0 then [Scheduled Time Hourly (m)]/[Available Time Hourly (m)] else null
Idle Time (h)   WFM [Idle Time (hh:mm:ss)]/3600
Idle Time (m)   WFM [Idle Time (hh:mm:ss)]/60
In Adherence (h) The time in hours marked as in adherence for an agent on daily level. WFM [In Adherence (hh:mm:ss)]/3600
In Adherence (m)   WFM [In Adherence (hh:mm:ss)]/60
In Neutral Adherence (h)   WFM [In Neutral Adherence (hh:mm:ss)]/3600
In Neutral Adherence (m) The time in minutes marked as in neutral adherence for an agent. WFM [In Neutral Adherence (hh:mm:ss)]/60
Logged In Time (h)   WFM [Logged In Time(hh:mm:ss)]/3600
Logged In Time (m)   WFM [Logged In Time(hh:mm:ss)]/60
Not Ready Time (h)   WFM [Not Ready Time (hh:mm:ss)]/3600
Not Ready Time (m)   WFM [Not Ready Time (hh:mm:ss)]/60
Occupancy (%)   WFM if [Ready Time (m)]<>0 then ([Agent Talk Time (hh:mm:ss)]+[Agent After Call Work (s)])/([Ready Time (m)]*60) else 0
Out of Adherence (h)   WFM [Out of Adherence (hh:mm:ss)]/3600
Out of Adherence (m)   WFM [Out of Adherence (hh:mm:ss)]/60
Person Periods Count   WFM [Count of [WFM Person].[Person ID]]
Persons Count   WFM distinctCount([WFM Person].[Person Code])
Predicted SL (%)   WFM IF [Forecasted Volume Skill]>0 THEN DIVIDE([Estimated Tasks Answered Within SL],[Forecasted Volume Skill]) ELSE 0
Predicted SL incl Shrinkage (%)   WFM IF [Forecasted Volume Skill incl Shrinkage]>0 THEN DIVIDE([Estimated Tasks Answered Within SL incl Shrinkage],[Forecasted Volume Skill incl Shrinkage]) ELSE 0
Preferences Fulfilled (%)   WFM IF[Preferences Requested]>0 THEN [Preferences Fulfilled]/[Preferences Requested] ELSE 0
Preferences Unfulfilled (%)   WFM IF [Preferences Requested]>0 THEN [Preferences Unfulfilled]/[Preferences Requested] ELSE 0
Readiness (%)   WFM if [Logged In Time(hh:mm:ss)]>0 then divide([ready_time_s],[Logged In Time(hh:mm:ss)]) else 0
Ready-time Adherence vs Scheduled Contract Time (%)   WFM if [Schedule Contract Time (s)] > 0 then ([Schedule Contract Time (s)] - [Deviation Contract Time s])/[Schedule Contract Time (s)] else null
Ready-time Adherence vs Scheduled Ready Time (%)   WFM if[Scheduled Ready Time (s)] > 0 then ([Scheduled Ready Time (s)] - [Deviation Scheduled Ready Time s])/[Scheduled Ready Time (s)] else null
Ready Time (m)   WFM [ready_time_s]/60
Ready Time / Scheduled Ready Time (%)   WFM if filteredvalue([Scheduled Ready Time], [Scenario].[Default Scenario]=1)>0 then divide([ready_time_s],filteredvalue([Scheduled Ready Time], [Scenario].[Default Scenario]=1)) else 0
Request Count   WFM distinctCount([Request Code])
Scenarios Active Count   WFM filteredvalue([Scenarios Count],[Scenario].[Scenario Status]="Active")
Scenarios Count   WFM filteredvalue(count([Scenario].[Scenario ID]),[Scenario].[Scenario ID]>0)
Schedule vs Forecast Relative Difference (%)   WFM IF [Forecasted Time Skill (hh:mm)]>0 THEN divide(([Scheduled Time Skill (hh:mm)]-[Forecasted Time Skill (hh:mm)]),[Forecasted Time Skill (hh:mm)]) ELSE 0
Schedule vs Forecast Relative Difference incl Shrinkage (%)   WFM IF [Forecasted Time Skill incl Shrinkage (hh:mm)]>0 THEN DIVIDE(([Scheduled Time Skill (hh:mm)]-[Forecasted Time Skill incl Shrinkage (hh:mm)]),[Forecasted Time Skill incl Shrinkage (hh:mm)]) ELSE 0
Scheduled Contract Absence Time (h)   WFM [Scheduled Contract Absence Time mins]/60
Scheduled Contract Absence Time / Absence Type (%)   WFM if valueForAll([Scheduled Contract Absence Time mins],[Absence])>0 then [Scheduled Contract Absence Time mins]/valueForAll([Scheduled Contract Absence Time mins],[Absence]) else 0
Scheduled Contract Time (h)   WFM [Scheduled Contract Time mins]/60
Scheduled Contract Time / Absence Type (%)   WFM if valueForAll([Scheduled Contract Time mins],[Absence])>0 then [Scheduled Contract Time mins]/valueForAll([Scheduled Contract Time mins],[Absence]) else 0
Scheduled Contract Time / Activity Type (%)   WFM if valueForAll([Scheduled Contract Time mins],[Activity])>0 then [Scheduled Contract Time mins]/valueForAll([Scheduled Contract Time mins],[Activity]) else 0
Scheduled Contract Time Adherence Adherence is affected if agents are not ready when they are scheduled to be ready. It is also affected when they are ready when they are scheduled to do something else. Only contracted time is included, i.e. lunch is usually excluded and overtime is always excluded. WFM if [Schedule Contract Time (s)] > 0 then ([Schedule Contract Time (s)] - [Deviation])/[Schedule Contract Time (s)] else NULL
Scheduled Overtime (h)   WFM [Scheduled Overtime (m)]/60
Scheduled Paid Time (h)   WFM [Scheduled Paid Time (m)]/60
Scheduled Ready Time (h)   WFM [Scheduled Ready Time mins]/60
Scheduled Time (h)   WFM [Scheduled Time (m)]/60
Scheduled Time / Activity Type (%)   WFM if valueForAll([Scheduled Time (m)],[Activity])>0 then [Scheduled Time (m)]/valueForAll([Scheduled Time (m)],[Activity]) else 0
Scheduled Time Hourly (h)   WFM [Scheduled Time Hourly (m)]/60
Scheduled Time Skill (h)   WFM [Scheduled Time Skill mins]/60
Scheduled Work Time (h)   WFM [Scheduled Work Time (m)]/60
Service Level (%) (Answered Within SL / Calculated Volume )     IF([Answered Volume Within SL]/[Calculated Volume (Actual)]>1,1,DIVIDE([Answered Volume Within SL],[Calculated Volume (Actual)],0))
Service Level (%)(Answ Within SL/ Answ Volume)   WFM IF IFNULL([Answered Volume],0)>0 THEN divide([Answered Volume Within SL],[Answered Volume]) ELSE 0
Service Level (%)(Answered + Abandoned Within SL/ Answered + Abandoned)   WFM IF IFNULL([Abandoned Calls],0)+ifnull([Answered Volume],0)>0 THEN divide([Answered Volume Within SL]+[Abandoned Calls Within SL],IFNULL([Abandoned Calls],0)+ifnull([Answered Volume],0)) ELSE 0
Service Level (%)(Answered Within SL/ Offered)   WFM IF IFNULL([Offered Volume],0)>0 THEN divide([Answered Volume Within SL],[Offered Volume]) ELSE 0
Service Level (%)(Answered Within SL+Abandoned Within SL / Offered Volume)   WFM IF IFNULL([Offered Volume],0)>0 THEN divide([Answered Volume Within SL]+[Abandoned Calls Within SL],[Offered Volume]) ELSE 0
Skills Active Count   WFM filteredValue([Skills Count],[Skill].[Skill Status]="Active")
Skills Count   WFM filteredValue(count([Skill].[Skill ID]), [Skill].[Skill ID]>0)
Time in Shift (h)   WFM [Time in Shift (hh:mm:ss)]/3600
Time in Shift (m)   WFM [Time in Shift (hh:mm:ss)]/60
Workloads Active Count   WFM filteredvalue([Workloads Count],[Workload ID].[Workload Status]="Active")
Workloads Count   WFM filteredvalue(count([Workload ID].[Workload ID]),[Workload ID].[Workload ID]>0)