WFM Agent Stats dataset
The WFM Agent Stats dataset contains the following data:
Agent Stats
| Data field | Definition |
|---|---|
| Admin Time (h) | The time agents spend on administrative tasks, in hours. The information is based on the states which are logged from the ACD/CTI platform. |
| Admin Time (m) | The time agents spend on administrative tasks, in minutes. The information is based on the states which are logged from the ACD/CTI platform. |
| Admin Time (s) | The time agents spend on administrative tasks, in seconds. The information is based on the states which are logged from the ACD/CTI platform. |
| Agents Ready | The number of agents 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. |
| Direct Incoming Calls | Calls made directly to an agent, not through queue. |
| Direct Incoming Talk Time (s) | Total time that agents spend in calls made directly to an agent, not through queue. |
| 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 Talk Time (s) | Total time agents spend talking in outbound calls made by an agent. |
|
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 (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 (s) |
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. |
|
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 (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 (s) |
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. |
|
Not Ready Time (h) |
The total time in hours when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, 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) |
The total time in minutes when agents are logged in on the ACD/CTI platform but are in a not ready state. Not ready states are states where the agent is, for example, 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 (s) |
The total time in seconds 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, for example, 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. |
|
Occupancy (%) (Ready Time - Idle Time / Ready Time) |
The percentage of ready time that an agent spends actively handling contacts (incoming calls, after call work, outbound calls). |
|
Readiness (%) |
The percentage of the logged-in time the agents are in a ready state. |
|
Ready Time (h) |
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, for example, 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) |
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, for example, 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) |
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, for example, 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. |
|
Schedule Date Interval |
The base level interval marker that underlies all schedules. Format is MMDDYYHHMM. |
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 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 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. |
|
First Name |
The user's first name. |
| 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. |
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. |