WFM Forecast Workload dataset

The WFM Forecast Workload dataset contains the following data:

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

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
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.

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.