WFM Agent Queue Stats dataset

The WFM Agent Queue Stats dataset contains the following data:

Agent Queue Stats

Data field Definition
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.
Agent Answered Volume A call/chat/email/task that has been answered by an agent on a specific queue.
Agent Handling Time (s) Total time that an agent spends on a call or task including the after call work.
Agent Hold Time (s) Total time in seconds that calls are on hold for an agent and queue.
Agent Talk Time (s) Total time agents spend talking to customers based on the states which are logged from the ACD/CTI platform.
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 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 Hold Time (s) The average hold time calculated as total hold time / total number of answered calls on queue level.

Avg Talk Time (s)

The average talk time calculated as total talk time / total number of answered calls.

Schedule Date Interval The base level interval marker that underlies all schedules. Format is MMDDYYHHMM.

Transfer Rate (%)

The number of calls transferred as a percentage of the total number of answered calls.

Transferred Calls Calls that an agent transferred to another agent or back to the skill.

External Logon

Data field Definition
External Logon ID External logon denotes login identities imported from external systems, used for single sign on, 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 we do not recommend this because in this case no distinct statistics per user can be provided.
External Logon Log Data Source Where the external logon details came from. For example, the ACD or other systems.
External Logon Name External logon denotes login identities imported from external systems, used for single sign on, 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 we do not recommend this because in this case no distinct statistics per user can be provided.

Organization

Data field Definition
Business Unit Code The Calabrio ONE database GUID for the business unit.
Business Unit Name The organizational unit at the top of the business hierarchy. It can contain one or more sites.
Site Code The Calabrio ONE database GUID for the site.
Site Name A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams.
Team Code The Calabrio ONE database GUID for a team.
Team Name

The display name for the collection of agents.

Person

Data field Definition
Agent Skill Set Code The Calabrio ONE database GUID for the agent skill set.
Agent Skill Set Name A unique combination of assigned skills for an agent.
Employment End Date The date when the person's employment ended in Calabrio ONE.
Employment Number

This number associated with the person appears if your Calabrio ONE system is connected to your Human Resources Management System (HRMS).

Employment Start Date The date when the person's employment started in Calabrio ONE.
Is Agent

Whether or not the person is an agent. 1 = yes, 0 = no.

Is Person Deleted

Whether or not a person is deleted. 1 = yes, 0 = no.

Is User

Whether or not a person is a user in WFM. 1 = yes, 0 = no.

Last Name

The user's last name.

Person Code

The unique ID of a WFM person.

Person Contract Code

The Calabrio ONE database GUID of the person contract.

Person Contract Name

The display name of the person contract.

Person Email

The user's email address.

Person Name

The full name of the 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 identifier for the person in the WFM system regardless of person period.

Person Note

This data comes from an open-text field in the People module.

Person Parttime %

The percentage of a full-time schedule that a part-time agent works. For example, an agent who works half time has a parttime % of .5.

Person Period Note

A comment that is added to the person period. This data comes from an open-text field in the People module.

Person Timezone

The timezone associated with the user's WFM settings.

Queue

Data field Definition
Queue ID The Calabrio ONE database ID for the queue.
Queue Log Data Source The source of data for the queue log details. For example, an ACD or other systems.
Queue Name 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.

System

Data field Definition

system_person_code

The unique ID of a WFM person.

system_realm_id

The Calabrio ONE database ID for the Calabrio realm that the tenant is in.

system_team_code

The Calabrio ONE database GUID for a team.

system_tenant_id

The Calabrio ONE database ID for the tenant.