WFM Queue Stats dataset

The WFM Queue Stats dataset contains the following data:

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.

Queue Stats

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.

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
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.