WFM Schedule Deviation dataset
The WFM Schedule Deviation dataset contains the following data:
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. |
Schedule Deviation
| Data field | Definition |
|---|---|
| Actual 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. |
| Deviation Contract Time (s) | A deviation is if agents are not ready when they are scheduled to be ready. It is also affected when they are ready when they are scheduled to do something else. Only contracted time is included. Lunch is usually excluded, and overtime is always excluded. |
| Deviation Scheduled Ready Time (s) | Deviation if agents are not ready when they are supposed to be. If an agent is ready during a break, it will not affect adherence. |
| Deviation Scheduled Time (s) | Deviation affected if agents are not ready when they are scheduled to be ready. It is also affected when they are ready when they are scheduled to do something else, or if they are ready before or after their shift. By default only 2 hours before and after the scheduled shift are included. |
| Ready Time Adherence vs Scheduled Contract Time (%) | Shows how well an agent adheres to his/her schedule, measured interval by interval. Adherence is affected if agents are not ready when they are scheduled to be ready. Adherence is also affected if they are in ready state but scheduled to do something else. |
| Ready Time Adherence vs Scheduled Ready Time (%) | Shows how well an agent adheres to his/her schedule, measured interval by interval. The ready-time adherence compares the agent's total scheduled ready time to the total actual ready time for each interval. Adherence is only affected if agents are not ready when they are supposed to be. If an agent is ready during a break, it will not affect adherence. |
| Schedule Contract Time (s) | The time in hh:mm:ss for which the agent has been contracted to work. The amount is defined per agent using contract, contract schedule, part-time percentage, and schedule period. WFM administrators can specify per activity and absence whether it should be considered contract time or not. |
| Schedule Date Interval | The base level interval marker that underlies all schedules. Format is MMDDYYHHMM. |
| Scheduled Ready Time (s) | Time in seconds when agents are scheduled to be logged in and ready to handle customer contacts. |
| Shift Start Date |
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. |