WFM Forecast Workload and Queue Statistics dataset

The WFM Forecast Workload and Queue Statistics dataset contains the following data:

Date Interval

Data field	Definition
Date Interval	A date and time value representing the reporting interval in which the data was captured. Interval duration depends on the system configuration.

Forecast & Queue Stat Calcs

Data field	Definition
Calculated Volume (Actual)	The calculated actual volume is the total workload volume after adjusting offered, abandoned, and overflow call counts by their respective workload calculation percentages. This field reflects how the different types of call outcomes contribute to workload based on configured workload settings. If the resulting calculated value is zero or less, no value is returned.
Forecast vs. Actual After Call Work Abs. diff. (%)	The absolute percentage difference between actual After Call Work time and forecasted After Call Work time. The value is calculated as the absolute difference between total actual and forecasted After Call Work time, divided by the total actual After Call Work time. If actual After Call Work time is zero, no value is returned.
Forecast vs. Actual Handling Time Abs. diff. (%)	The absolute percentage difference between actual handling time and forecasted handling time. The value is calculated as the absolute difference between total actual and forecasted handling time, divided by the total actual handling time. If actual handling time is zero, no value is returned.
Forecast vs. Actual Talk Time Abs. diff. (%)	The absolute percentage difference between actual talk time and forecasted talk time. The value is calculated as the absolute difference between total actual and forecasted talk time, divided by the total actual talk time. If actual talk time is zero, no value is returned.
Forecast vs. Actual Volume Abs. diff. (%)	The absolute percentage difference between actual calculated volume and forecasted volume. The value is calculated as the absolute difference between total actual calculated volume and forecasted volume, divided by the total actual calculated volume. If actual calculated volume is zero, no value is returned.
Service Level (%) (Answered Within SL / Calculated Volume)	The percentage of contacts answered within the defined service level threshold compared to the calculated actual volume. The value is calculated by dividing the total answered volume within service level by the total calculated actual volume. If the calculated actual volume is zero, the value is set to zero. If the result exceeds 100 percent, it is limited to 100 percent.

Forecast Skill vs Schedule

Data field	Definition
Forecasted Agents (interval)	Number of forecasted agents required to meet the service level goal. (Shrinkage is not applied)
Forecasted Agents incl Shrinkage	Number of forecasted agents required to meet the service level goal after applying shrinkage.
Forecasted Time (h)	Total contact time, in hours, that will need to be scheduled for.
Forecasted Time (m)	Total contact time, in minutes, that will need to be scheduled for.
Forecasted Time (s)	Total contact time, in seconds, that will need to be scheduled for.
Forecasted Time incl Shrinkage (h)	Total contact time, in hours, that will need to be scheduled for, taking shrinkage into account.
Forecasted Time incl Shrinkage (m)	Total contact time, in minutes, that will need to be scheduled for, taking shrinkage into account.
Forecasted Time incl Shrinkage (s)	Total contact time, in seconds, that will need to be scheduled for, taking shrinkage into account.
PSL (%)	The predicted service level percentage.
PSL incl Shrinkage (%)	The predicted service level percentage, taking shrinkage into account.
Predicted Answered Within SL	The number of calls that WFM predicts will be answered within your organization's desired service level.
Predicted Answered Within SL incl Shrinkage	The number of calls that WFM predicts will be answered within your organization's desired service level, taking shrinkage into account.
Schedule vs Forecast Intraday Deviation (m)	Deviation in absolute minutes between scheduled time and forecasted time.
Schedule vs Forecast Intraday Deviation (s)	Deviation in absolute seconds between scheduled time and forecasted time.
Schedule vs Forecast Relative Difference (%)	The difference between scheduled and forecasted time as a percentage value, counted as (Scheduled Time - Forecasted Time) / Forecasted Time.
Schedule vs Forecast Relative Difference incl Shrinkage (%)	The difference between scheduled and forecasted time as a percentage value, with shrinkage applied.
Scheduled Agents (interval)	The number of agents scheduled for a specific date or interval.
Scheduled Time (h)	The scheduled hours for a skill. If the overtime activity is skill activity, it is included. It does not include time scheduled for lunch, break, meetings, and so on.
Scheduled Time (m)	The scheduled hours for a skill. If the overtime activity is skill activity, it is included. It does not include time scheduled for lunch, break, meetings, and so on.
Scheduled Time (s)	The scheduled hours for a skill. If the overtime activity is skill activity, it is included. It does not include time scheduled for lunch, break, meetings, and so on.
Standard Deviation	The standard deviation is used to indicate how much scheduled hours deviates from forecasted hours during a particular time period (most often a single day).

Forecast Workload

Data field	Definition
Forecasted ACW (s)	The total forecasted time in seconds for how much time the agents will spend working on calls after they have ended the conversation with the customer.
Forecasted ACW excl Campaign (s)	The forecast in seconds for how much time the agents will spend working on calls, excluding campaign calls, after they have ended the conversation with the customer.
Forecasted Avg ACW (s)	The forecast in seconds for how much time the agents will spend working on calls after they have ended the conversation with the customer divided by the number of answered calls.
Forecasted Avg Handling Time (s)	The forecast in seconds for how much time the agents will spend talking and working on calls after they have ended the conversation with the customer divided by the number of answered calls.
Forecasted Avg Talk Time (s)	The forecast in seconds for how much time the agents will spend talking with the customer divided by the number of answered calls.
Forecasted Backoffice Tasks	The total number of forecasted backoffice tasks.
Forecasted Calls	The total number of forecasted incoming calls.
Forecasted Campaign After Call Work (s)	The forecasted after call work time when adjusted with campaign percentage to increase/decrease a forecast.
Forecasted Campaign Handling Time (s)	The forecasted handling time when adjusted with campaign percentage to increase/decrease a forecast.
Forecasted Campaign Talk Time (s)	The forecasted talk time when adjusted with campaign percentage to increase/decrease a forecast.
Forecasted Campaign Volume	An adjusted value to a forecast to increase/decrease the forecasted volume.
Forecasted Emails	The total number of forecasted emails.
Forecasted Handling Time (s)	The total forecasted time in seconds for how much time the agents will spend talking and working on calls after they have ended the conversation with the customer.
Forecasted Talk Time (s)	The total forecasted time in seconds for how much time the agents will spend talking with the customer.
Forecasted Volume	The volumes on workloads, no matter what Forecast method type the workloads and skills you are using belong to.
Forecasted Volume excl Campaign	The forecasted volume for a workload not considering campaign percentage added.

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.

Queue Statistics

Data field	Definition
Abandon Rate (%)	The percentage of the calls that are abandoned compared to calls offered.
Abandon Rate excl Short Calls (%)	The percentage of calls that were abandoned but waited in the queue for more than the threshold for short calls.
Abandoned Calls	A call where the caller hung up and abandoned the queue.
Abandoned Calls After SL	Calls that have been abandoned after the service level target set in the ACD/CTI platform.
Abandoned Calls Within SL	Calls that have been abandoned within the service level target set in the ACD/CTI platform.
Abandoned Short Calls	Short calls or abandoned short calls are calls that are abandoned (meaning the caller hangs up) when they have only been in queue for a very short time period. The threshold is set in the ACD/CTI platform.
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.
Answer Rate (%)	Percentage value of answered calls / offered calls on queue.
Answered Volume	Total number of answered calls/chats/emails in a queue.
Answered Volume After SL	Total number of answered calls/chats/emails/backoffice tasks in a queue after a service level value set in ACD/CTI platform.
Answered Volume Within SL	Total number of answered calls/chats/emails/backoffice tasks in a queue before a service level value set in 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 Speed of Answer (s)	The time it takes in seconds for a call/task/email to be answered/handled in an ACD/CTI queue for a specified period.
Avg Talk Time (s)	The time in seconds agents spend talking to customers divided by the number of answered calls on queue.
Avg Time to Abandon (s)	The time in seconds a caller waits before hanging up on the call divided by the number of abandoned calls on queue.
Handling Time (s)	Total time that agents spend on a call or task including the after call work on queue level.
Hold Time (s)	Total time in seconds that calls are put on hold on queue level.
Longest Delay In Queue Abandoned (s)	The longest time a call has been in queue before being abandoned, for the selected time period.
Longest Delay In Queue Answered (s)	The longest time a call has been in queue before being answered, for the selected time period.
Offered Volume	Total number of calls/chats/emails that have been placed in a queue by the ACD/CTI platform, which can then either be answered by a resource (handled) or abandoned.
Overflow In Calls	The number of calls that have been routed in from another queue in the ACD/CTI platform.
Overflow Out Calls	The number of calls that have been routed out to another queue in the ACD/CTI platform.
Schedule Date Interval	The base level interval marker that underlies all schedules. Format is MMDDYYHHMM.
Service Level (%) - Ans in SL / Answered	The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage, and the Service time is the given unit of time. The percentage is calculated according to the formula in the name.
Service Level (%) - Ans in SL + Abd in SL) / (Answered + Abandoned)	The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage, and the Service time is the given unit of time. The percentage is calculated according to the formula in the name.
Service Level (%) - (Ans in SL + Abd in SL) / Offered	The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage, and the Service time is the given unit of time. The percentage is calculated according to the formula in the name.
Service Level (%) - Ans in SL / Offered	The service level target is usually expressed as a combination of a percentage and a unit of time. Service level is the given percentage, and the Service time is the given unit of time. The percentage is calculated according to the formula in the name.
Speed of Answer (s)	The total time it takes for a call/task/email to be answered/handled in an ACD/CTI queue for a specified period.
Talk Time (s)	The time agents spend talking to customers measured on queue level. Hold time is usually included in the talk time, but this depends on how the integration is set up.
Time to Abandon (s)	The time a caller waits before hanging up on the call.

Scenario

Data field	Definition
Is Default Scenario	Whether or not the scenario is the default. 1 = yes, 0 = no.
Is Scenario Deleted	Whether or not a scenario is deleted. 1 = yes, 0 = no.
Scenario Code	The Calabrio ONE database GUID for the scenario.
Scenario Name	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 (Business Unit)	The name of the scenario with the name of the business unit in parentheses after it.
Scenario Status	Whether the scenario is Active or Deleted.

Skill

Data field	Definition
Is Skill Deleted	Whether or not a skill is deleted. 1 = yes, 0 = no.
Skill Code	The Calabrio ONE database GUID for a skill.
Skill Name	A skill is a staffing forecast that defines a resource need to be fulfilled during scheduling. In order to be scheduled, agents must be assigned to at least one skill. The Skill status shows if the skill is active or deleted in the system.
Skill Status	Whether the skill is Active or Deleted.

System

Data field	Definition
system_realm_id	The Calabrio ONE database ID for the Calabrio realm that the tenant is in.
system_tenant_id	The Calabrio ONE database ID for the tenant.

Workload

Data field	Definition
Forecast Method Code	The definition of 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	The definition of 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.
Is Workload Deleted	Whether or not a workload is deleted. 1 = yes, 0 = no.
Workload Calculation Percentage Abandoned	Of all abandoned calls, the percent that were in a specific workload.
Workload Calculation Percentage Abandoned After SL	Of all calls abandoned after service level, the percent that were in a specific workload.
Workload Calculation Percentage Abandoned Short Calls	Of all abandoned short calls, the percent that were in a specific workload.
Workload Calculation Percentage Abandoned Within SL	Of all calls abandoned within service level, the percent that were in a specific workload.
Workload Calculation Percentage Offered	Of all offered calls, the percent that were in a specific workload.
Workload Calculation Percentage Overflow In	Of all overflow in calls, the percent that were in a specific workload.
Workload Calculation Percentage Overflow Out	Of all overflow out calls, the percent that were in a specific workload.
Workload Code	The Calabrio ONE database ID for a workload.
Workload Name	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 Status	Whether the workload is Active or Deleted.