Measures

Abandon Rate (%)

The percentage of the calls that are abandoned compared to calls offered.

Abandon Rate (%)

Queue ID, Schedule Date Interval

Abandon Rate excl Short Calls (%)

The percentage of calls that were abandoned but waited in the queue for more than the threshold for short calls.

Abandon rate excl Short Calls (%)

Queue ID, Schedule Date Interval

Abandoned Calls

A call where the caller hung up and abandoned the queue.

Abandoned Calls

Queue ID, Schedule Date Interval

Abandoned Calls After SL

Calls that have been abandoned after the service level target set in the ACD/CTI platform.

Abandoned Calls After SL

Queue ID, Schedule Date Interval

Abandoned Calls Within SL

Calls that have been abandoned within the service level target set in the ACD/CTI platform.

abandoned_calls_within_sl

Queue ID, Schedule Date Interval

Abandoned Short Calls

Short calls or abandoned short calls are calls that are abandoned, i.e. the caller hangs up, when they have only been in queue for a very short time period.The threshold is set in the ACD/CTI platform.

abandoned_short_calls

Queue ID, Schedule Date Interval

Absence Types Count

The number of absence types added in the WFM system.

Count of Absences

Absence ID

Absences Full Day

Absence for a number of hours covering the full shift.

Absence Full Day

Shift Startdate (Agent Local Time), Person ID, Scenario ID

Absenteeism (%)

How much of the scheduled contract time the agents have been absent calculated as Scheduled contract absence time / Scheduled contract time.

Absenteeism (%)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Activity Types Count

The number of activity types that is added in the WFM system.

Count of Activities

Activity ID

Actual Ready Time

Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is e.g. ready to take a call, in a call or doing after call work. Ready time is consequently all time where the agents are in one of the ready states.

Actual Ready Time

Schedule Date Interval, Person ID

ACW Avg After Call Work (hh:mm:ss)

The time an agent spends on a call after he/she has finished talking to the customer, divided by all agent answered calls.

ACW Avg After Call Work (hh:mm:ss)

Schedule Date Interval, Queue ID, External Logon ID

ACW Avg After Call Work (s)

The time an agent spends on a call after he/she has finished talking to the customer, divided by all agent answered calls.

ACW Avg After Call Work (s)

Schedule Date Interval, Queue ID, External Logon ID

Adherence (%) - Daily

The percentage of time marked as in adherence for an agent on day level.

Adherence (%)

Shift Startdate (Agent Local Time), Person ID

Admin Time (h)

The time agents spend on administrative tasks. The information is based on the states which are logged from the ACD/CTI platform.

Admin Time (h)

Schedule Date Interval, External Logon ID

Admin Time (hh:mm:ss)

The time agents spend on administrative tasks. The information is based on the states which are logged from the ACD/CTI platform.

Admin Time (hh:mm:ss)

External Logon ID, Schedule Date Interval

Admin Time (m)

The time agents spend on administrative tasks. The information is based on the states which are logged from the ACD/CTI platform.

Admin Time (m)

External Logon ID, Schedule Date Interval

After Call Work (s)

After call work (ACW) is the total time in seconds the agent spends on a customer contact, after they have finished talking to the customer.

After Call Work (s)

Queue ID, Schedule Date Interval

Agent After Call Work (hh:mm:ss)

The time the agent spends on a customer contact, after they have finished talking to the customer.

Agent After Call Work (hh:mm:ss)

Schedule Date Interval, Queue ID, External Logon ID

Agent After Call Work (s)

The time the agent spends on a customer contact, after they have finished talking to the customer.

Agent After Call Work (s)

Schedule Date Interval, Queue ID, External Logon ID

Agent Answered Volume

A call/chat/email/task that has been answered by an agent on an specific queue.

Agent Answered Volume

External Logon ID, Queue ID, Schedule Date Interval

Agent Answered Volume / Ready Hour

The number of answered calls/chats/emails/tasks by an agent divided by the number of hours in ready state.

Agent Answered Volume / Ready Hour

Agent Answered Volume / Scheduled Ready Hour

The number of answered calls/chats/emails/tasks by an agent divided by the number of scheduled ready hours for the default scenario.

Agent Answered Volume / Scheduled Ready Hour

Person ID, Schedule Date Interval, Scenario ID

Agent Avg Hold Time (s)

The average hold time calculated as total hold time / total number of answered calls for an agent on queue level.

Agent Avg Hold Time (s)

Schedule Date Interval, Queue ID, External Logon ID

Agent Handling Time (hh:mm:ss)

Total time that an agent spends on a call or task including the after call work.

Agent Handling Time (hh:mm:ss)

Schedule Date Interval, Queue ID, External Logon ID

Agent Handling Time (s)

Total time that an agent spends on a call or task including the after call work.

Agent Handling Time (s)

Schedule Date Interval, Queue ID, External Logon ID

Agent Hold Time (hh:mm:ss)

Total time in hh:mm:ss that calls are on hold for an agent and queue.

Agent Hold Time (hh:mm:ss)

Schedule Date Interval, Queue ID, External Logon ID

Agent Hold Time (s)

Total time in seconds that calls are on hold for an agent and queue.

Agent Hold Time (s)

Schedule Date Interval, Queue ID, External Logon ID

Agent Skill Sets

The number of unique combination of assigned skills for agents.

Agent Skill Sets

Agent Skill Set ID

Agent Talk Time (hh:mm:ss)

Total time agents spend talking to customers based on the states which are logged from the ACD/CTI platform.

Agent Talk Time (hh:mm:ss)

Schedule Date Interval, Queue ID, External Logon ID

Agent Talk Time (s)

Total time agents spend talking to customers based on the states which are logged from the ACD/CTI platform.

Agent Talk Time (hh:mm:ss)

Schedule Date Interval, Queue ID, External Logon ID

Agent Transferred Calls

Calls that an agent transfer to another agent or back to the skill.

Agent Transferred Calls

External Logon ID, Queue ID, Schedule Date Interval

Agents Ready

The number of agents (heads) who were in the state "ready". An agent is counted as "ready" as soon as he/she has any logged in time, at any point during a period.

Agents Ready

Schedule Date Interval, External Logon ID

AHT Avg Handling Time (s)

The average time an agent spends to handle a contact to completion, including talk time plus after-call work time, calculated as the total seconds of the agent’s handling time / number of agent answered calls.

AHT Avg Handling Time (s)

Queue ID, Schedule Date Interval, External Logon ID

Answer Rate (%)

Percentage value of answered calls / offered calls on queue.

Answer Rate (%)

Queue ID, Schedule Date Interval, External Logon ID

Answered Volume

Total number of answered calls/chats/emails in a queue.

Answered Volume

Queue ID, Schedule Date Interval

Answered Volume After SL

Total number of answered calls/chats/emails/backoffice tasks in a queue after a service level value set in ACD/CTI platform.

Answered Volume After SL

Queue ID, Schedule Date Interval

Answered Volume Within SL

Total number of answered calls/chats/emails/backoffice tasks in a queue before a service level value set in ACD/CTI platform.

answered_calls_within_sl

Queue ID, Schedule Date Interval

ASA Avg Speed of Answer (hh:mm:ss)

The time it takes for a call/task/email to be answered/handled in an ACD/CTI queue for a specified period.

ASA Avg Speed of Answer (hh:mm:ss)

Queue ID, Schedule Date Interval

ASA Avg Speed of Answer (s)

The time it takes in seconds for a call/task/email to be answered/handled in an ACD/CTI queue for a specified period.

ASA Avg Speed of Answer (s)

Queue ID, Schedule Date Interval

ATT Agent Avg Talk Time (hh:mm:ss)

The time agents spend talking to customers divided by agent answered volume.

ATT Agent Avg Talk Time

Schedule Date Interval, Queue ID, External Logon ID

ATT Agent Avg Talk Time (s)

The time agents spends talking to customers divided by agent answered volume.

ATT Agent Avg Talk Time (s)

Schedule Date Interval, Queue ID, External Logon ID

Available Days Hourly

All days where any available time is set by an hourly employee in the function availability in MyTime.

Available Days Hourly

Shift Startdate (Agent Local Time), Person ID, Scenario ID

Available Time Hourly (h)

All time in hours where any available time is set by an hourly employee in the function availability in MyTime.

Available Time Hourly (h)

Shift Startdate (Agent Local Time), Person ID, Scenario ID

Available Time Hourly (m)

All time in minutes where any available time is set by an hourly employee in the function availability in MyTime.

Available Time Hourly (m)

Shift Startdate (Agent Local Time), Person ID, Scenario ID

Avg After Call Work (hh:mm:ss)

The time agents spend on calls after they have finished talking to the customer, divided by all answered calls on queue.

Avg After Call Work (hh:mm:ss)

Schedule Date Interval, Queue ID

Avg After Call Work (s)

The time agents spend on calls after they have finished talking to the customer, divided by all answered calls on queue.

Avg After Call Work (s)

Schedule Date Interval, Queue ID

Avg Handling Time (hh:mm:ss)

The amount of time it takes on average to handle a contact to completion, including talk time plus after call work time calculated by total handling time/answered calls on queue.

Avg Handling Time (hh:mm:ss)

Queue ID, Schedule Date Interval

Avg Handling Time (s)

The amount of time it takes on average to handle a contact to completion, including talk time plus after call work time calculated by total handling time/answered calls on queue.

Avg Handling Time (s)

Queue ID, Schedule Date Interval

Avg Hold Time (s)

The average hold time calculated as total hold time / total number of answered calls on queue level.

Avg Hold Time (s)

Schedule Date Interval, Queue ID

Avg Talk Time (hh:mm:ss)

The time agents spend talking to customers divided by the number of answered calls on queue.

Avg Talk Time (hh:mm:ss)

Schedule Date Interval, Queue ID

Avg Talk Time (s)

The time in seconds agents spend talking to customers divided by the number of answered calls on queue.

Avg Talk Time (s)

Schedule Date Interval, Queue ID

Avg Time to Abandon (hh:mm:ss)

The time a caller waits before hanging up on the call divided by the number of abandoned calls on queue.

Avg Time to Abandon (hh:mm:ss)

Queue ID, Schedule Date Interval

Avg Time to Abandon (s)

The time in seconds a caller waits before hanging up on the call divided by the number of abandoned calls on queue.

Avg Time to Abandon (s)

Schedule Date Interval, Queue ID

Business Units Count

The number of Business Units added in WFM system.

Count of Business Unit ID

Business Unit ID

Calculated Volume (Actual)

Calculated volume/calls are used with the objective to adjust offered calls for forecasting, by defining how to handle overflow and abandoned calls.

Calculated Volume (Actual)

Date Interval

Time subject representing the start date and time for an interval record (15/30 min) in WFM solution.

Date Interval

Schedule Date Interval

Days Off

Total number of scheduled non-work days, or weekly resting days, for an agent.

Days Off

Shift Startdate (Agent Local Time), Person ID, Scenario ID

Deviation Contract Time

A deviation is 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.

Deviation Contract Time s

Schedule Date Interval, Person ID, shift_starttime

Deviation Scheduled Ready Time

Deviation if agents are not ready when they are supposed to be, i.e. if an agent is ready during a break it will not affect adherence.

Deviation Scheduled Ready Time s

Schedule Date Interval, Person ID

Deviation Scheduled Time

Deviation 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, or if they are ready before or after their shift. By default only 2 hours before and after the scheduled shift are included.

Deviation Scheduled Time s

Schedule Date Interval, Person ID, shift_starttime

Direct Incoming Calls

Calls made directly to an agent, not through queue.

Direct Incoming Calls

External Logon ID, Schedule Date Interval

Direct Incoming Talk Time (hh:mm:ss)

Total time that agents spend in calls made directly to an agent, not through queue.

Direct Incoming Talk Time (hh:mm:ss)

External Logon ID, Schedule Date Interval

Direct Outbound Calls

Number of outgoing calls made by an agent. Depending on the CTI platform used, this measure may not include outbound calls that were not completed. i.e. unanswered.

Direct Outbound Calls

External Logon ID, Schedule Date Interval

Direct Outbound Talk Time (hh:mm:ss)

Total time agents spend talking in outgoing calls made by an agent.

Direct Outbound Talk Time (hh:mm:ss)

External Logon ID, Schedule Date Interval

Forecast vs. Actual After Call Work Abs. diff. (%)

The absolute difference in percentage between the total forecasted after call work time (s) for a selected scenario and the actual total after call work time (s). ABS (Forecasted total after call work time - Actual total after call work time ) / Actual total after call work time ) x 100.

Forecast vs. Actual After Call Work Abs. diff. (%)

Workload ID, Scenario ID, Schedule Date Interval

Forecast vs. Actual Handling Time Abs. diff. (%)

The absolute difference in percentage between the total forecasted handling time (s) for a selected scenario and the actual total handling time (s). ABS (Forecasted total handling time - Actual total handling time ) / Actual total handling time ) x 100.

Forecast vs. Actual Handling Time Abs. diff. (%)

Workload ID, Scenario ID, Schedule Date Interval

Forecast vs. Actual Talk Time Abs. diff. (%)

The absolute difference in percentage between the total forecasted talk time (s) for a selected scenario and the actual total talk time (s). ABS (Forecasted total talk time - Actual total talk time) / Actual total talk time) x 100

Forecast vs. Actual Talk Time Abs. diff. (%)

Workload ID, Scenario ID, Schedule Date Interval

Forecast vs. Actual Volume Abs. diff. (%)

The absolute difference in percentage between the total forecasted volume for a selected scenario and the total actual volume (calculated). ABS (Forecasted Volume - Calculated Actual Volume) / Calculated Actual Volume) x 100.

Forecast vs. Actual Volume Abs. diff. (%)

Workload ID, Scenario ID, Schedule Date Interval

Forecasted ACW (s)

The total forecasted time in seconds on how much time the agents will spend working on calls after they have ended the conversation with the customer.

Forecasted ACW (s)

Workload ID, Scenario ID, Schedule Date Interval

Forecasted ACW excl Campaign (s)

The forecast in seconds on how much time the agents will spend working on calls, excluding campaign calls, after they have ended the conversation with the customer.

Forecasted ACW excl Campaign (s)

Workload ID, Scenario ID, Schedule Date Interval

Forecasted Agents Skill (interval)

The calculated number of agents per interval who are needed to cover the forecasted workload(s) in a skill.

Forecasted Agents Skill (interval)

Skill ID, Scenario ID, Schedule Date Interval

Forecasted Agents Skill incl Shrinkage (interval)

The calculated number of agents per interval who are needed to cover the forecasted workload(s) in a skill taking shrinkage in consideration.

Forecasted Agents incl Shrinkage (interval)

Skill ID, Scenario ID, Schedule Date Interval

Forecasted Avg ACW (s)

The forecast in seconds on how much time the agents will spend working on calls after they have ended the conversation with the customer divided by the number of answered calls.

Forecasted Avg ACW (s)

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Avg Handling Time (s)

The forecast in seconds on how much time the agents will spend talkning and working on calls after they have ended the conversation with the customer divided by the number of answered calls.

Forecasted Avg Handling Time (s)

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Avg Talk Time (s)

The forecast in seconds on how much time the agents will spend talking with the customer divided by the number of answered calls.

Forecasted Avg Talk Time (s)

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Backoffice Tasks

The total number forecasted backoffice tasks.

Forecasted Backoffice Tasks

Workload ID, Scenario ID, Schedule Date Interval

Forecasted Calls

The total number of forecasted incoming calls.

Forecasted Calls

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Campaign After Call Work (s)

The forecasted after call work time when adjusted with campaign percentage to increase/decrease a forecast.

forecasted_campaign_after_call_work_s

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Campaign Handling Time (s)

The forecasted handling time when adjusted with campaign percentage to increase/decrease a forecast.

forecasted_campaign_handling_time_s

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Campaign Talk Time (s)

The forecasted talk time when adjusted with campaign percentage to increase/decrease a forecast.

forecasted_campaign_talk_time_s

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Campaign Volume

An adjusted value to a forecast to increase/decrease the forecasted volume.

forecasted_campaign_calls

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Emails

The total number of forecasted emails.

Forecasted Emails

Workload ID, Scenario ID, Schedule Date Interval

Forecasted Handling Time (s)

The total forecasted time in seconds on how much time the agents will spend talkning and working on calls after they have ended the conversation with the customer.

Forecasted Handling Time (s)

Workload ID, Scenario ID, Schedule Date Interval

Forecasted Talk Time (s)

The total forecasted time in seconds on how much time the agents will spend talkning with the customer.

Forecasted Talk Time (s)

Workload ID, Scenario ID, Schedule Date Interval

Forecasted Time Skill excl Shrinkage (hh:mm)

The work hours and minutes needed to meet the actual need according to the forecast, with shrinkage excluded.

Forecasted Time Skill (hh:mm)

Scenario ID, Schedule Date Interval, Skill ID

Forecasted Time Skill incl Shrinkage (hh:mm)

The work time in hours and minutes needed to meet the actual need according to the forecast, with shrinkage applied.

Forecasted Time Skill incl Shrinkage (hh:mm)

Scenario ID, Schedule Date Interval, Skill ID

Forecasted Volume

The volumes on workloads, no matter what Forecast method type the workloads and skills you are using belong to.

Forecasted Volume

Scenario ID, Workload ID, Schedule Date Interval

Forecasted Volume excl Campaign

The forecasted volume for a workload not considering campaign percentage added.

forecasted_calls_excl_campaign

Schedule Date Interval, Scenario ID, Workload ID

Forecasted Volume Skill

The forecasted volume for a skill.

Forecasted Volume Skill

Skill ID, Scenario ID, Schedule Date Interval

Forecasted Volume Skill incl Shrinkage

The forecasted volume for a skill when shrinkage is considered.

Forecasted Volume Skill incl Shrinkage

Skill ID, Scenario ID, Schedule Date Interval

Group Page Group Count

The count of group page groups.

Group Page Count

Group Page ID

Handling Time (s)

Total time that agents spend on a call or task including the after call work on queue level.

Handling Time (s)

Queue ID, Schedule Date Interval

Hold Time (hh:mm:ss)

Total time in hh:mm:ss that calls are put on hold on queue level.

Hold Time (hh:mm:ss)

Schedule Date Interval, Queue ID

Hold Time (s)

Total time in seconds that calls are put on hold on queue level.

Hold Time (s)

Schedule Date Interval, Queue ID

Hourly Utilization (%)

Hourly Utilization(%) is how much of the available time, set by the hourly staff, that is currently used, i.e., how much time that gets scheduled. Scheduled work time is counted for on all days where "available time" is set by an hourly employee, that then is scheduled.

Hourly Utilization (%)

Shift Startdate (Agent Local Time), Scenario ID, Person ID

Idle Time (h)

The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time

Idle Time (h)

Schedule Date Interval, External Logon ID

Idle Time (hh:mm:ss)

The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time

Idle Time (hh:mm:ss)

External Logon ID, Schedule Date Interval

Idle Time (m)

The time agents spend idling, i.e. waiting for a customer call/chat etc. The information is based on the states which are logged from the ACD/CTI platform through an integration. Idle time is considered to be ready time

Idle Time (m)

Schedule Date Interval, External Logon ID

In Adherence (h) - Daily

The time in hours marked as in adherence for an agent on day level.

In Adherence (h)

Shift Startdate (Agent Local Time), Person ID

In Adherence (hh:mm:ss) - Daily

The time in seconds marked as in adherence for an agent on day level. Format in hh:mm:ss.

In Adherence (hh:mm:ss)

Shift Startdate (Agent Local Time), Person Code

In Adherence (m) - Daily

The time in minutes marked as in adherence for an agent on day level.

In Adherence (m)

Person ID, Shift Startdate (Agent Local Time)

In Adherence (s) - By State

The time in seconds marked as in adherence for an agent on state level.

In Adherence (s) - By State

Adherence Change ID

In Neutral Adherence (h) - Daily

The time in hours marked as in neutral adherence for an agent on day level.

In Neutral Adherence (h)

Shift Startdate (Agent Local Time), Person ID

In Neutral Adherence (hh:mm:ss) - Daily

The time in seconds marked as in neutral adherence for an agent on day level. Format in hh:mm:ss.

In Neutral Adherence (hh:mm:ss)

Shift Startdate (Agent Local Time), Person Code

In Neutral Adherence (m) - Daily

The time in minutes marked as in neutral adherence for an agent on day level.

In Neutral Adherence (m)

Shift Startdate (Agent Local Time), Person ID

In Neutral Adherence (s) - By State

The time in seconds marked as in neutral adherence for an agent on state level.

In Neutral Adherence (s) - By State

Adherence Change ID

Late for Work (hh:mm:ss)

The time in seconds on day level that an agent is recorded as "Late for work". Which activities to track are set in the Adherence tool. Format in hh:mm:ss.

Late for Work (hh:mm:ss)

Shift Startdate (Agent Local Time), Person Code

Late for Work Count

The number of days that an agent is recorded as "Late for work". Which activities to track are set in the Adherence tool.

Late for Work Count

Shift Startdate (Agent Local Time), Person Code

Location Count

The count of scheduled agents with location set ("Not defined", "Home", or "Office")

Location Count

Person ID, Scenario ID, Shift Startdate (Agent Local Time)

Location Home Count

The number of scheduled agents with location set to "Home".

Location Home Count

Person ID, Scenario ID, Shift Startdate (Agent Local Time)

Location Office Count

The number of scheduled agents with location set to "Office".

Location Office Count

Person ID, Scenario ID, Shift Startdate (Agent Local Time)

Logged In Time (h)

The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.

Logged In Time (h)

Schedule Date Interval, External Logon ID

Logged In Time (m)

The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.

Logged In Time (m)

Schedule Date Interval, External Logon ID

Logged In Time(hh:mm:ss)

The time when the agent is logged in to the ACD/CTI platform. All logged in time is either ready time or not ready time and this is defined by the states which the agents are in.

Logged In Time(hh:mm:ss)

External Logon ID, Schedule Date Interval

Longest Delay In Queue Abandoned (hh:mm:ss)

The longest time a call has been in queue before being abandoned, for the selected time period.

Longest Delay In Queue Abandoned (s)

Queue ID, Schedule Date Interval

Longest Delay In Queue Answered (hh:mm:ss)

The longest time a call has been in queue before being answered, for the selected time period.

Longest Delay in Queue Answered (s)

Queue ID, Schedule Date Interval

Not Ready Time (h)

The total time in hours when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is e.g. paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.

Not Ready Time (h)

Schedule Date Interval, External Logon ID

Not Ready Time (hh:mm:ss)

The total time when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is e.g. paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.

Not Ready Time (hh:mm:ss)

External Logon ID, Schedule Date Interval

Not Ready Time (m)

The total time in minutes when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is e.g. paused or doing some admin work which is not considered ready. Not ready time is consequently all time where the agents are in one of the not ready states.

Not Ready Time (m)

Schedule Date Interval, External Logon ID

Occupancy (%)

The percentage of ready time that an agent spends actively handling contacts (incoming calls, after call work, outbound calls).

Occupancy (%)

Schedule Date Interval, External Logon ID

Offered Volume

Total number of calls/chats/emails that have been placed in a queue by the ACD/CTI platform, which can then either be answered by a resource (handled), or abandoned.

Offered Volume

Queue ID, Schedule Date Interval

Out of Adherence (h) - Daily

The time in hours marked as out of adherence for an agent on day level.

Out of Adherence (h)

Shift Startdate (Agent Local Time), Person ID

Out of Adherence (hh:mm:ss) - Daily

The time in seconds marked as out of adherence for an agent on day level. Format in hh:mm:ss.

Out of Adherence (hh:mm:ss)

Shift Startdate (Agent Local Time), Person Code

Out of Adherence (m) - Daily

The time in minutes marked as out of adherence for an agent on day level.

Out of Adherence (m)

Shift Startdate (Agent Local Time), Person ID

Out of Adherence (s) - By State

The time in seconds marked as out of adherence for an agent on state level.

Out of Adherence (s) - By State

Adherence Change ID

Overflow In Calls

The number of calls that have been routed in from another queue in the ACD/CTI platform.

Overflow In Calls

Queue ID, Schedule Date Interval

Overflow Out Calls

The number of calls that have been routed out to another queue in the ACD/CTI platform.

Overflow Out Calls

Queue ID, Schedule Date Interval

Person Is Agent

Person is an agent.

Person Is Agent

Person Periods Count

Total number of person periods (Person IDs) in the system. A person period defines a work period for an agent. It defines the agent's place in the organization, his/her work rules, the shifts that he/she can be scheduled with, the external logon(s) in the ACD/CTI platform etc.

Count of Person ID

Person ID

Persons Count

The number or persons/agents added in the WFM system.

Persons Count

Person Code

Planned Overtime (m)

The originally planned overtime in minutes for an agent. If an agent was scheduled to work overtime but is absent, he/she will not be compensated for the overtime.

Planned Overtime (m)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Predicted Answered Within SL Skill

Predicted answered within a set service level that can be reached with the current schedule.

Estimated Tasks Answered Within SL

Skill ID, Scenario ID, Schedule Date Interval

Predicted Answered Within SL Skill incl Shrinkage

Predicted answered within a set service level that can be reached with the current schedule and shrinkage taken into consideration.

Estimated Tasks Answered Within SL incl Shrinkage

Skill ID, Scenario ID, Schedule Date Interval

Predicted SL (%)

Predicted Service Level (PSL) indicates the service level in % that can be reached with the current schedules.

ESL (%)

Schedule Date Interval, Scenario ID, Skill ID

Predicted SL incl Shrinkage (%)

Predicted Service Level with shrinkage taken into consideration when calculating service level in % that can be reached with the current schedules.

ESL incl Shrinkage (%)

Schedule Date Interval, Scenario ID, Skill ID

Preference Must Haves

The number of preferences that are particularly important to the agent. Days that an agent have selected as must-have days are marked with a heart.

Preference Must Haves

Shift Startdate (Agent Local Time), Person ID, Scenario ID, Shift Category ID, Preference Type ID, Day Off ID

Preferences Fulfilled

The number of preferences fulfilled during a specific time period. The preference is counted as fulfilled when the agent is scheduled according to the preference.

Preferences Fulfilled

Shift Startdate (Agent Local Time), Person ID, Scenario ID, Preference Type ID, Shift Category ID, Day Off ID

Preferences Fulfilled (%)

The percentage of preferences fulfilled during a specific time period. The preference is counted as fulfilled when the agent is scheduled according to the preference.

Preferences Fulfilled (%)

Shift Startdate (Agent Local Time), Person ID, Scenario ID, Preference Type ID, Shift Category ID, Day Off ID

Preferences Requested

The number of preferences made by agents during a specific time period.

Preferences Requested

Shift Startdate (Agent Local Time), Person ID, Scenario ID, Preference Type ID, Shift Category ID, Day Off ID

Preferences Unfulfilled

The number of preferences that were unfulfilled when scheduling during a specific time period. The preference is counted as unfulfilled when the agent is scheduled and the shift scheduled is not according to the agent's preference.

Preferences Unfulfilled

Shift Startdate (Agent Local Time), Person ID, Scenario ID, Preference Type ID, Shift Category ID, Day Off ID

Preferences Unfulfilled (%)

The percentage of preferences that were unfulfilled when scheduling during a specific time period. The preference is counted as unfulfilled when the agent is scheduled and the shift scheduled is not according to the agent's preference.

Preferences Unfulfilled (%)

Shift Startdate (Agent Local Time), Person ID, Scenario ID, Preference Type ID, Shift Category ID, Day Off ID

Queues Count

The number of queues from the CTI platforms that are available in the WFM system.

Count of Queue ID

Queue ID

Readiness (%)

The percentage of the logged-in time the agents are in a ready state.

Readiness (%)

Schedule Date Interval, External Logon ID

Ready-time Adherence vs Scheduled Contract Time (%)

Shows how well an agent adheres to his/her schedule, measured interval by interval. Adherence is affected if agents are not ready when they are scheduled to be ready. Adherence is also affected if they are in ready state but scheduled to do something else.

Ready Time Adherence vs Scheduled Contract Time (%)

Schedule Date Interval, Person ID

Ready-time Adherence vs Scheduled Ready Time (%)

Shows how well an agent adheres to his/her schedule, measured interval by interval.The ready-time adherence compares the agent's total scheduled ready time to the total actual ready time for each interval. Adherence is only affected if agents are not ready when they are supposed to be. I.e., if an agent is ready during a break, it will not affect adherence.

Ready Time Adherence vs Scheduled Ready Time (%)

Schedule Date Interval, Person ID

Ready Time (hh:mm:ss)

Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is e.g. ready to take a call, in a call or doing after call work. Ready time is consequently all time where the agents are in one of the ready states.

Ready Time (hh:mm:ss)

Schedule Date Interval, External Logon ID

Ready Time (m)

Agents are considered to be ready if they are logged in on the ACD/CTI platform and are in a ready state. Ready states are states where the agent is e.g. ready to take a call, in a call, or doing after-call work. Ready time is consequently all time where the agents are in one of the ready states.

Ready Time (m)

Schedule Date Interval, External Logon ID

Ready Time / Scheduled Ready Time (%)

The total amount of actual ready time for a day divided by the total amount of scheduled ready time for that day on default scenario.

Ready Time / Scheduled Ready Time (%)

Request Count

The number of requests added in the WFM system.

Request Count

Request ID

Requested Days

The number of requested days the agents have initiated. The agent makes the request in MyTime, and the request can then be approved or denied either automatically or by an administrator.

Request Days

Request ID

Requested Time

The requested absence or overtime the agents have initiated. The agent makes the request in MyTime, and the request can then be approved or denied either automatically or by an administrator.

Requested Time

Request ID

Scenarios Active Count

The number of scenarios that are currently active and enabled for reporting in the WFM system.

Scenarios Active Count

Scenario ID

Scenarios Count

The number of scenarios that are enabled for reporting in the WFM system.

Scenarios Count

Scenario ID

Schedule vs Forecast Intraday Deviation (hh:mm)

Deviation in absolute hours and minutes between scheduled time and forecasted time.

Schedule vs Forecast Intraday Deviation (hh:mm)

Skill ID, Scenario ID, Schedule Date Interval

Schedule vs Forecast Intraday Deviation (m)

Deviation in absolute minutes between scheduled time and forecasted time.

Schedule vs Forecast Intraday Deviation mins

Skill ID, Scenario ID, Schedule Date Interval

Schedule vs Forecast Relative Difference (%)

The difference between scheduled and forecasted time as a percentage value, counted as (Scheduled Time - Forecasted Time) / Forecasted Time.

Schedule vs Forecast Relative Difference (%)

Schedule Date Interval, Scenario ID, Skill ID

Schedule vs Forecast Relative Difference incl Shrinkage (%)

The difference between scheduled and forecasted time as a percentage value, with shrinkage applied.

Schedule vs Forecast Skill Relative Difference incl Shrinkage (%)

Schedule Date Interval, Scenario ID, Skill ID

Scheduled Agents Skill (interval)

The scheduled number of agents per interval for a skill. This measure must be used on interval level only. Subtotals or grand totals for a longer time, date, week, month, or year are not relevant and should not be considered.

Scheduled Agents Skill (interval)

Scenario ID, Skill ID, Schedule Date Interval

Scheduled Contract Absence Time (h)

All contract time in hours for absence types. One may specify per absence type whether it should be considered contract time or not.

Scheduled Contract Absence Time (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Contract Absence Time (hh:mm:ss)

All contract time in hours and minutes for absence types. One may specify per absence type whether it should be considered contract time or not.

Scheduled Contract Absence Time (hh:mm:ss)

Person ID, Scenario ID, activity_starttime, Schedule Date Interval

Scheduled Contract Absence Time (m)

All contract time in minutes for absence types. One may specify per absence type whether it should be considered contract time or not.

Scheduled Contract Absence Time mins

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Contract Absence Time / Absence Type (%)

The percentage of the contract absence time spent on the different absence types.

Scheduled Contract Absence Time / Absence Type (%)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Contract Time (h)

The time in hours for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage, and schedule period. One may specify per activity and absence whether it should be considered contract time or not.

Scheduled Contract Time (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Contract Time (hh:mm:ss)

The time in hours and minutes for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage, and schedule period. One may specify per activity and absence whether it should be considered contract time or not.

Scheduled Contract Time (hh:mm:ss)

Person ID, Scenario ID, activity_starttime, Schedule Date Interval

Scheduled Contract Time (m)

The time in minutes for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage, and schedule period. One may specify per activity and absence whether it should be considered contract time or not.

Scheduled Contract Time mins

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Contract Time (s)

The time in hh:mm:ss for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage and schedule period. One may specify per activity and absence whether it should be considered contract time or not.

Schedule Contract Time (s)

Schedule Date Interval, Person ID

Scheduled Contract Time / Absence Type (%)

The percentage of the contract time spent on the different absence types individually and the percentage that is spent on activities (total).

Scheduled Contract Time / Absence Type (%)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Contract Time / Activity Type (%)

The percentage of the contract time spent on the different activities individually and the percentage that is spent on absences (total).

Scheduled Contract Time / Activity Type (%)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Days Hourly

All days where available time is set by an hourly employee in the function availability in MyTime that then were scheduled. Only days containing work time are considered as scheduled.

Scheduled Days Hourly

Shift Startdate (Agent Local Time), Scenario ID, Person ID

Scheduled Overtime (h)

All time in hours worked beyond the normal contract time.

Scheduled Overtime (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Overtime (hh:mm:ss)

All time in hours and minutes worked beyond the normal contract time.

Scheduled Overtime (hh:mm:ss)

Schedule Date Interval, Person ID, Scenario ID, activity_starttime

Scheduled Overtime (m)

All time in minutes worked beyond the normal contract time.

Scheduled Overtime (m)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Paid Time (h)

All scheduled time in hours that is paid for, could be both absence and activity. Whether an activity or absence should be regarded as paid time is defined per activity and absence.

Scheduled Paid Time (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Paid Time (hh:mm:ss)

All scheduled time in hours and minutes that is paid for, could be both absence and activity. Whether an activity or absence should be regarded as paid time is defined per activity and absence.

Scheduled Paid Time (hh:mm:ss)

Person ID, Scenario ID, Schedule Date Interval, activity_starttime

Scheduled Paid Time (m)

All scheduled time in minutes that is paid for, could be both absence and activity. Whether an activity or absence should be regarded as paid time is defined per activity and absence.

Scheduled Paid Time (m)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Ready Time (h)

Time in hours when agents are scheduled to be logged in and ready to handle customer contacts.

Scheduled Ready Time (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Ready Time (hh:mm:ss)

Time in hours and minutes when agents are scheduled to be logged in and ready to handle customer contacts.

Scheduled Ready Time

Person ID, Scenario ID, activity_starttime, Schedule Date Interval

Scheduled Ready Time (m)

Time in minutes when agents are scheduled to be logged in and ready to handle customer contacts.

Scheduled Ready Time mins

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Ready Time (s)

Time in hh:mm:ss when agents are scheduled to be logged in and ready to handle customer contacts.

Scheduled Ready Time (s)

Schedule Date Interval, Person ID

Scheduled Time (h)

All the scheduled time in hours, regardless if it is contract time, work time, or absence time.

Scheduled Time (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Time (hh:mm:ss)

All the scheduled time in hours and minutes, regardless if it is contract time, work time, or absence time.

Scheduled Time (hh:mm:ss)

Person ID, Scenario ID, activity_starttime, Schedule Date Interval

Scheduled Time (m)

All the scheduled time in minutes, regardless if it is contract time, work time or absence time.

Scheduled Time (m)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Time / Activity Type (%)

The percentage of the scheduled time spent on the different activities individually and the percentage that is spent on absences (total).

Scheduled Time / Activity Type (%)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Time Hourly (h)

The scheduled work time in hours where available time is set by an hourly employee in the function availability in MyTime.

Scheduled Time Hourly (h)

Scenario ID, Person ID, Shift Startdate (Agent Local Time)

Scheduled Time Hourly (m)

The scheduled work time in minutes where available time is set by an hourly employee in the function availability in MyTime.

Scheduled Time Hourly (m)

Shift Startdate (Agent Local Time), Scenario ID, Person ID

Scheduled Time Skill (h)

The scheduled work hours, per skill. This does not specify who the agents are, only how many resources are scheduled. If using staffing import via BPOs, the scheduled time (h) per skill represents the total scheduled time per skill, including the imported data.

Scheduled Time Skill (h)

Schedule Date Interval, Skill ID, Scenario ID

Scheduled Time Skill (hh:mm:ss)

The scheduled work time in hours and minutes, per skill. This does not specify who the agents are, only how many resources are scheduled. If using staffing import via BPOs, the scheduled time (h) per skill represents the total scheduled time per skill, including the imported data.

Scheduled Time Skill (hh:mm)

Skill ID, Scenario ID, Schedule Date Interval

Scheduled Time Skill (m)

The scheduled work time in minutes, per skill. This does not specify who the agents are, only how many resources are scheduled. If using staffing import via BPOs, the scheduled time (h) per skill represents the total scheduled time per skill, including the imported data.

Scheduled Time Skill mins

Skill ID, Scenario ID, Schedule Date Interval

Scheduled Work Time (h)

The reported or calculated time used performing an activity (work-related tasks) or in absence. Whether an activity or absence should be regarded as work time is defined per activity and absence.

Scheduled Work Time (h)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Scheduled Work Time (hh:mm:ss)

The reported or calculated time used performing an activity (work-related tasks) or in absence. Whether an activity or absence should be regarded as work time is defined per activity and absence.

Scheduled Work Time (hh:mm:ss)

Person ID, Scenario ID, activity_starttime, Schedule Date Interval

Scheduled Work Time (m)

The reported or calculated time used performing an activity (work-related tasks) or in absence. Whether an activity or absence should be regarded as work time is defined per activity and absence.

Scheduled Work Time (m)

Schedule Date Interval, Scenario ID, Person ID, activity_starttime

Service Level (%) (Answered + Abandoned Within SL / Answered + Abandoned)

The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage and the Service time the given unit of time. The percentage is calculated according to the formula in the name.

Service Level (%)(Answered + Abandoned Within SL/ Answered + Abandoned)

Service Level (%) (Answered Within SL / Calculated Volume)

The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage and the Service time the given unit of time. The percentage is calculated according to the formula in the name.

Service Level (%) (Answered Within SL / Calculated Volume )

Service Level (%) (Answered within SL / Answered Volume)

The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage and the Service time the given unit of time. The percentage is calculated according to the formula in the name.

Service Level (Answ within SL/ Answ Volume)(%)

Service Level (%) (Answered Within SL / Offered)

The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage and the Service time the given unit of time. The percentage is calculated according to the formula in the name.

Service Level (%)(Answered Within SL/Offered)

Service Level (%) (Answered Within SL + Abandoned Within SL / Offered Volume)

The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage and the Service time the given unit of time. The percentage is calculated according to the formula in the name.

Service Level (%)(Answered Within SL+Abandoned Within SL / Offered Volume)

Shifts Count

The total number of scheduled shifts.

Shifts Count

Shift Startdate (Agent Local Time), Person ID, Scenario ID

Sites Count

The number of sites added in the WFM system.

Count of Site ID

Site ID

Skills Active Count

The number of skills that are currently active in the WFM system.

Skills Active Count

Skills Count

The number of skills in the WFM system.

Skills Count

Skill ID

Speed of Answer (s)

The total time it takes for a call/task/email to be answered/handled in an ACD/CTI queue for a specified period.

Speed of Answer (s)

Queue ID, Schedule Date Interval

Standard Deviation

The standard deviation is used to indicate how much scheduled hours deviates from forecasted hours during a particular time period (most often a single day).

Relative Difference

Skill ID, Scenario ID, Schedule Date Interval

Talk Time (s)

The time agents spend talking to customers measured on queue level. Hold time is usually included in the talk time, but this depends on how the integration is set up.

Talk Time (s)

Queue ID, Schedule Date Interval

Teams Count

The number of teams added in the WFM system

Count of Team ID

Team ID

Time in Shift (h)

The total time in hours scheduled in shift for an agent.

Time in Shift (h)

Shift Startdate (Agent Local Time), Person ID

Time in Shift (hh:mm:ss)

The total time in seconds scheduled in shift for an agent. Format in hh:mm:ss.

Time in Shift (hh:mm:ss)

Shift Startdate (Agent Local Time), Person Code

Time in Shift (m)

The total time in minutes scheduled in shift for an agent.

Time in Shift (m)

Shift Startdate (Agent Local Time), Person ID

Time in State (s)

The time/duration in seconds for a scheduled activity and state group for an agent.

Time in State (s)

Adherence Change ID

Time to Abandon (s)

The time a caller waits before hanging up on the call.

Time to Abandon (s)

Queue ID, Schedule Date Interval

Use Acd Login Person Bridge

Use ACD login person bridge relationship for data query.

Use Acd Login Person Bridge

Use Group Page Person Bridge

Use group page person relationship for data bridge queries.

Use Group Page Person Bridge

Use Queue Workload Bridge

Use queue workload bridge relationship for data query.

Use Queue Workload Bridge

Workloads Active Count

The number of workloads that are currently active in the WFM system.

Workloads Active Count

Workload ID