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. |