Subjects

Data as of 05 October 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 Type Short Name, Absence Type 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 Endtime (Adherence Details)	Time subject representing the time when a scheduled activity ends for an agent (detailed adherence data).	Activity Endtime (Adherence Details)	Activity Endtime (Adherence Details)	WFM
Activity Start Time	Time subject representing the date and time that a scheduled agent activity starts.	Activity Start Time	Activity Starttime	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 Type 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 Type	Adherence Type	WFM
Agent Skill Set	A unique combination of assigned skills for an agent.	Agent Skill Set	Agent Skill Set ID	WFM		Agent Skill Set
Business Unit	The organizational unit at the top of the business hierarchy. It can contain one or more sites.	Business Unit Name	Business Unit ID	WFM		Business Unit Code, Business Unit Name
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 synchronize 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
Group Page	All groups (default or user defined) that are available in group pages (default or user defined) in WFM system.	Group Name	Group Page ID	WFM		Group Page Type, Group Name
Group Page Type	Description of what the group page is based on, fields like Note, Part-Time Percentage, Shift bag, Contract, or optional columns.	Group Page Type	Group Page Type ID	WFM		Group Page Type
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 the 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 Length ID	WFM		Shift Length (h), Shift Length (m)
Site	A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams.	Site Name	Site ID	WFM		Site Name, Site Code
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 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 Person Name	The full name of the person/agent in the WFM system. A person is considered to be an agent if he/she belongs to a team. The person code/ID connected is a unique identfier for the person in the WFM system regardless of person period.	Person Name	Person Code		RESTRICT_PROPERTY_FILTERING	Person First Name, Person Name, Person Email
WFM Person (Period)	All persons/agents have person periods with scheduled data in the WFM system. A person period defines a work period for an agent.	Person Name	Person ID	WFM		Person Email, Person Code, Person First Name, Person Last Name, Person Note, Person Period Start Date (Agent Local), Person Contract, Parttime Percentage, Employment Number, Person Is Agent, Person Name
WFM Team	A team is a business hierarchy unit. It belongs to a site and contains a group of agents.	Team Name	Team ID	WFM		Team Name, WFM Team Code
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 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

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 Type Short Name, Absence Type 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

WFM

Activity Endtime (Adherence Details)

Time subject representing the time when a scheduled activity ends for an agent (detailed adherence data).

Activity Endtime (Adherence Details)

WFM

Activity Start Time

Time subject representing the date and time that a scheduled agent activity starts.

Activity Start Time

Activity Starttime

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 Type Status, Activity Type, Activity Type Display Color

Adherence Change Row ID

Row ID for detailed adherence status.

Adherence Change ID

WFM

Adherence Type

Type of adherence state for an agent: In, Out or Neutral.

Adherence Type

WFM

Agent Skill Set

A unique combination of assigned skills for an agent.

Agent Skill Set

Agent Skill Set ID

WFM

Agent Skill Set

Business Unit

The organizational unit at the top of the business hierarchy. It can contain one or more sites.

Business Unit Name

Business Unit ID

WFM

Business Unit Code, Business Unit Name

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 synchronize 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

Group Page

All groups (default or user defined) that are available in group pages (default or user defined) in WFM system.

Group Name

Group Page ID

WFM

Group Page Type, Group Name

Group Page Type

Description of what the group page is based on, fields like Note, Part-Time Percentage, Shift bag, Contract, or optional columns.

Group Page Type

Group Page Type ID

WFM

Group Page Type

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 the 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

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 Length ID

WFM

Shift Length (h), Shift Length (m)

Site

A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams.

Site Name

Site ID

WFM

Site Name, Site Code

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 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 Person Name

The full name of the person/agent in the WFM system. A person is considered to be an agent if he/she belongs to a team. The person code/ID connected is a unique identfier for the person in the WFM system regardless of person period.

Person Name

Person Code

RESTRICT_PROPERTY_FILTERING

Person First Name, Person Name, Person Email

WFM Person (Period)

All persons/agents have person periods with scheduled data in the WFM system. A person period defines a work period for an agent.

Person Name

Person ID

WFM

Person Email, Person Code, Person First Name, Person Last Name, Person Note, Person Period Start Date (Agent Local), Person Contract, Parttime Percentage, Employment Number, Person Is Agent, Person Name

WFM Team

A team is a business hierarchy unit. It belongs to a site and contains a group of agents.

Team Name

Team ID

WFM

Team Name, 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 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