Subjects

Subjects control how you want the business metrics (measures) grouped in a report. These are text fields that are used as category-style groupings, such as a team, a queue, or a department in your business.

Data as of 20 May 2022

Display name

Description

Caption

Keys

Tags

Attributes

Properties

Absence Type All absence types that could be added to schedules in the WFM system. Status property shows if the absence is active or deleted in the system. Absence Type Absence ID WFM   Absence Shortname, Absence Status, Absence Type, Absence Type Display Color
Active/Deleted Record Filter Marks if a record is still active in the WFM system or if it has been deleted. Filter by "Active record" or "Deleted record" Active/Deleted Record Active/Deleted Record WFM    
Activity Type All activity types that could be added to schedules in the system. Status property shows if the activity is active or deleted in the system. Activity Type Activity ID WFM   Activity Status, Activity Type, Activity Type Display Color
Adherence Change Row ID Row ID for detailed adherence status. Adherence Change ID Adherence Change ID WFM    
Adherence Type Type of adherence state for an agent: In,Out or Neutral. Adherence Status Adherence Status WFM    
Agent Skill Set A unique combination of assigned skills for an agent. Agent Skill Set Agent Skill Set ID WFM   Agent Skill Set
Day Off All day off types available in the system. A day off is a scheduled non-work day, or weekly resting day, for an agent during a period. Day Off Name Day Off ID WFM   Day Off Shortname, Day Off Name
External Logon External logon denotes login identities imported from external systems, used for single sign in, to access external data, or to synchronise user accounts and provide statistics.A single user can have several external logon accounts, providing separate statistics for each account. Several users can share the same external logon, but this is generally not recommended, since in this case no distinct statistics per user can be provided. External Logon Name External Logon ID WFM   External Logon Name, Log Data Source
Forecast Method The definition how a skill works in Forecasts. Forecast methods that are available for skills in Forecasts are Back Office, Chat, Email, Fax, Inbound Telephony, Project , Retail and Time. forecast_method_name forecast_method_code WFM   forecast_method_name
Overtime Type All overtime types available in the system. Overtime Name Overtime ID WFM   Overtime Name, Overtime Type Status
Preference Type Preferences are used to allow agents to give input regarding their desired shifts. The preferences may concern work shifts within a shift category. It is also possible to allow the agents to enter preferences regarding days off or absences such as vacation. Preference Type Preference Type ID WFM   Preference Type
Queue A queue is where calls are placed as they are handled by the ACD/CTI platform, and holds the calls until an agent is available. Data from the platform is used by WFM system as a basis for workloads. Queue Name Queue ID WFM   Queue Name, Log Data Source
Request ID A unique ID representing an agent request message made in the WFM system. The request could be of different types such as Absence, Shift trade or text requests. Request ID Request ID WFM   Request ID
Request Status Request Status shows in which state a request is,such as "Approved", "Pending", "Denied" etc. Requests are manually or automatically managed messages with absence, shift trade, or text requests. Request Status Request Status ID WFM   Request Status
Request Type Requests are manually or automatically managed messages with absence, shift trade, or text requests. Request Type Request Type ID WFM   Request Type
Scenario Scenarios are used to test the consequences different factors have on staffing. A schedule can be created in any scenario but, for it to be published and visible for agents, it has to be in the default scenario.Requests by agents are only visible in the default scenario. Scenario Name Scenario ID WFM   Scenario Name, Scenario Name (Business Unit), Scenario Status, Default Scenario
Shift Category A shift category is a group page for shifts. The shift categories are used for e.g. preferences, rotations, fairness and shift category limitations. Shift Category Name Shift Category ID WFM   Shift Category Shortname, Shift Category Name, Shift Category Status
Shift Length The shift length is the total time of a shift. Use the Shift Length to sort or filter measures for Agent Schedule and Preferences. Shift Length (h) Shift Lenght ID WFM   Shift Length (h), Shift Length (m)
Skill A skill is a staffing forecast that defines a resource need to be fulfilled during scheduling. Agents must be assigned to one or several skills to be able to be scheduled. The Skill status shows if the skill is active or deleted in the system. Skill Name Skill ID WFM   Skill Name, Skill Status, forecast_method_name, Business Unit ID, Business Unit Name Skill
State Group A group of related states from the ACD platform. The state groups are created in WFM Options. State Group State Group ID WFM   State Group
WFM Team Code   WFM Team Code WFM Team Code WFM    
Workload A workload is a set of data (historical or simulated) indicating the volume of calls, emails or other work that is to be performed by agents and scheduled in Teleopti WFM. A workload may be associated with a number of queues that share the same open hours and follow a common pattern. A workload must be connected to a skill. Workload Workload ID WFM   Workload, Workload Status, Workload Calculation Percentage Abandoned, Workload Calculation Percentage Abandoned After SL, Workload Calculation Percentage Abandoned Short Calls, Workload Calculation Percentage Abandoned Within SL, Workload Calculation Percentage Offered, Workload Calculation Percentage Overflow In, Workload Calculation Percentage Overflow Out