Measures

Measures are the business metrics you want to understand in a report. They are numerical fields that will have calculations performed on them, such as adding them up or averaging them.

NOTE   

The Adherence % – Daily measure is computed after the close of the day and is then timestamped only with a date, and not a time. The engine assigns a time value of midnight UTC to it. Since reports are executed in the time context of the user running the report, there is a time shift by default, and adherence values can seem incorrect in the report.

To adjust for this, you have several options:

  1. Set the time zone for the report to UTC.
  2. Set the time zone for the user running the report to UTC.
  3. Apply the following custom formula to the report:

    timeShiftValue([Adherence PCT],[Adherence Date], 'Hour', -8)

Data as of 20 May 2022

Display name

Description

Caption

Keys

Tags

Abandon Rate (%) The percentage of the calls that are abandoned compared to calls offered. Abandon Rate (%) Queue ID, Schedule Date Interval Queue Statistics, WFM
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 Queue Statistics, WFM
Abandoned Calls A call where the caller hung up and abandoned the queue. Abandoned Calls Queue ID, Schedule Date Interval Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
Absence Types Count The number of absence types added in the WFM system. Count of Absences Absence ID WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
Activity Types Count The number of activity types that is added in the WFM system. Count of Activities Activity ID WFM
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 Schedule Deviation, WFM
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 Agent Queue Statistics, WFM
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 Agent Queue Statistics, WFM
Adherence (%) - Daily The percentage of time marked as in adherence for an agent on day level. Adherence (%) Shift Startdate (Agent Local Time), Person ID Adherence Daily, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
After Call Work (s) After call work (ACW) is the total time in seconds the agent spends on a customer contact, after he/she has finished talking to the customer. After Call Work (s) Queue ID, Schedule Date Interval Queue Statistics, WFM
Agent After Call Work (hh:mm:ss) The time the agent spends on a customer contact, after he/she has finished talking to the customer. After Call Work (hh:mm:ss) Schedule Date Interval, Queue ID, External Logon ID Agent Queue Statistics, WFM
Agent After Call Work (s) The time the agent spends on a customer contact, after he/she has finished talking to the customer. Agent After Call Work (s) Schedule Date Interval, Queue ID, External Logon ID Agent Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
Agent Skill Sets The number of unique combination of assigned skills for agents. Agent Skill Sets Agent Skill Set ID WFM
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)2 Schedule Date Interval, Queue ID, External Logon ID Agent Queue Statistics, WFM
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 Queue Statistics, WFM
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 Agent Queue Statistics, WFM
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 Agent Statistics, WFM
AHT Avg Handling Time (s) The average time an agent spend to handle a contact to completion, including talk time plus after call work time, calculated as the total seconds of the agents handling time / number of agent answered calls. AHT Avg Handling Time (s) Queue ID, Schedule Date Interval, External Logon ID Agent Queue Statistics, WFM
Answer Rate (%) Percentage value of answered calls / offered calls on queue. Answer Rate (%) Queue ID, Schedule Date Interval, External Logon ID Queue Statistics, WFM
Answered Volume Total number of answered calls/chats/emails in a queue. Answered Volume Queue ID, Schedule Date Interval Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Agent Queue Statistics, WFM
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 Agent Queue Statistics, WFM
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 Hourly Availability, WFM
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 Hourly Availability, WFM
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 Hourly Availability, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
Business Units Count The number of Business Units added in WFM system. Count of Business Unit ID Business Unit ID WFM
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)   Forecast, WFM
Days Off Total number of scheduled non-work day, or weekly resting day, for an agent. Days Off Shift Startdate (Agent Local Time), Person ID, Scenario ID Agent Schedule, WFM
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 Schedule Deviation, WFM
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 Schedule Deviation, WFM
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 Schedule Deviation, WFM
Direct Incoming Calls Calls made directly to an agent, not through queue. Direct Incoming Calls External Logon ID, Schedule Date Interval Agent Statistics, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
Direct Outbound Talk Time (hh:mm:ss) Total time agents spends talking in outgoing calls made by an agent. Direct Outbound Talk Time (hh:mm:ss) External Logon ID, Schedule Date Interval Agent Statistics, WFM
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, WFM
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, WFM
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, WFM
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 Forecast, WFM
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 Forecast, WFM
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 Forecast, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast, WFM
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 Forecast, WFM
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 Forecast, WFM
Forecasted Backoffice Tasks The total number forecasted backoffice tasks. Forecasted Backoffice Tasks Workload ID, Scenario ID, Schedule Date Interval Forecast, WFM
Forecasted Calls The total number of forecasted incoming calls. Forecasted Calls Schedule Date Interval, Scenario ID, Workload ID Forecast, WFM
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 Forecast, WFM
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 Forecast, WFM
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 Forecast, WFM
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 Forecast, WFM
Forecasted Emails The total number of forecasted emails. Forecasted Emails Workload ID, Scenario ID, Schedule Date Interval Forecast, WFM
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 Forecast, WFM
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 Forecast, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast, WFM
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 Forecast, WFM
Forecasted Volume Skill The forecasted volume for a skill. Forecasted Volume Skill Skill ID, Scenario ID, Schedule Date Interval Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
Group Page Group Count The count of group page groups. Group Page Count Group Page ID WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
Hold Time (s) Total time in seconds that calls are put on hold on queue level. Hold Time (s) Schedule Date Interval, Queue ID Queue Statistics, WFM
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 Hourly Availability, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
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 Adherence Daily, WFM
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 ID Adherence Daily, WFM
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) Adherence Daily, WFM
In Adherence (s) - By State The time in seconds marked as in adherence for an agent on state level. In Adherence (s) Adherence Change ID Adherence Details, WFM
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 Adherence Daily, WFM
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 ID Adherence Daily, WFM
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 Adherence Daily, WFM
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) Adherence Change ID Adherence Details, WFM
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 ID Adherence Daily, WFM
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 ID Adherence Daily, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
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 Agent Statistics, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
Not Ready Time (h) The total time in hours when agent 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 Agent Statistics, WFM
Not Ready Time (hh:mm:ss) The total time when agent 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 Agent Statistics, WFM
Not Ready Time (m) The total time in minutes when agent 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 Agent Statistics, WFM
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 Agent Statistics, WFM
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 Queue Statistics, WFM
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 Adherence Daily, WFM
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 ID Adherence Daily, WFM
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 Adherence Daily, WFM
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) Adherence Change ID Adherence Details, WFM
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 Queue Statistics, WFM
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 Queue Statistics, WFM
Person Is Agent Person is an agent. Person Is Agent   WFM
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 organisation, 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 WFM
Persons Count The number or persons/agents added in the WFM system. Persons Count Person Code WFM
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 Agent Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Agent Preferences, WFM
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 Agent Preferences, WFM
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 Agent Preferences, WFM
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 Agent Preferences, WFM
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 Agent Preferences, WFM
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 Agent Preferences, WFM
Queues Count The number of queues from the CTI platforms that are available in the WFM system. Count of Queue ID Queue ID WFM
Readiness (%) The percentage of the logged in time the agents are in a ready state. Readiness (%) Schedule Date Interval, External Logon ID Agent Statistics, WFM
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 Schedule Deviation, WFM
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 Schedule Deviation, WFM
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_s Schedule Date Interval, External Logon ID Agent Statistics, WFM
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 Agent Statistics, WFM
Ready Time / Scheduled Ready Time (%) Ready time / Scheduled ready time is defined as 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 (%)   Agent Statistics, WFM
Request Count The number of requests added in the WFM system. Request Count Request ID Requests, WFM
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 Requests, WFM
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 Requests, WFM
Scenarios Active Count The number of scenarios that are currently active and enabled for reporting in the WFM system. Scenarios Active Count Scenario ID WFM
Scenarios Count The number of scenarios that are enabled for reporting in the WFM system. Scenarios Count Scenario ID WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 will not be relevant and should not be considered. Scheduled Agents Skill (interval) Scenario ID, Skill ID, Schedule Date Interval Forecast Skill vs Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Schedule Deviation, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Hourly Availability, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Schedule Deviation, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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) Hourly Availability, WFM
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 Hourly Availability, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Forecast Skill vs Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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 Agent Schedule, WFM
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)   Queue Statistics, WFM
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 )   Queue Statistics, WFM
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)(%)   Queue Statistics, WFM
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)   Queue Statistics, WFM
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)   Queue Statistics, WFM
Shifts Count The total number of scheduled shifts. Shifts Count Shift Startdate (Agent Local Time), Person ID, Scenario ID Agent Schedule, WFM
Sites Count The number of sites added in the WFM system. Count of Site ID Site ID WFM
Skills Active Count The number of skills that are currently active in the WFM system. Skills Active Count   WFM
Skills Count The number of skills in the WFM system. Skills Count Skill ID WFM
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 Queue Statistics, WFM
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 Forecast Skill vs Schedule, WFM
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 Queue Statistics, WFM
Teams Count The number of teams added in the WFM system Count of Team ID Team ID WFM
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 Adherence Daily, WFM
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 ID Adherence Daily, WFM
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 Adherence Daily, WFM
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 Adherence Details, WFM
Time to Abandon (s) The time a caller waits before hanging up on the call. Time to Abandon (s) Queue ID, Schedule Date Interval Queue Statistics, WFM
Use Acd Login Person Bridge use acd login person bridge relationship for data query Use Acd Login Person Bridge   WFM
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   WFM
Workloads Active Count The number of workloads that are currently active in the WFM system. Workloads Active Count Workload ID WFM
Workloads Count The number of workloads both active and deleted in the WFM system. Workloads Count Workload ID WFM