Calculated fields
Calculated fields are created from measures. They use existing measures to calculate new measures.
|
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 than or equal to the scheduled ready time (Schedule activity), the deviation is 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 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) |