About measures in combination with dimensions

In a data warehouse , a measure is a property with aggregated data that you can present in reports, in Performance Manager and in Insights.

Insights measures are used in visualizations in combination with dimensions. The measures are divided into measure groups depending on which area they address, such as queue data, agent schedule data or forecast data. These measures can be sliced and diced in numerous ways, such as date, team or skill etc. To clarify which measures that can be used together with which dimensions, you can use these measure - dimension information below for help.

NOTE

Not all measures can be sliced by all dimensions. See the listed dimensions for each measure groups .
When using forecast and scheduled data, use the Scenario dimension to get data from a specific scenario.

Adherence

The Adherence measure group contains adherence data based on the real-time adherence information. This adherence data is very accurate, measured per second. These measures cannot be compared to the ready-time adherence measures in the Schedule deviation measure group, because those are based on ready-time adherence which is measured on interval level.

NOTE The values for the Adherence measures in Insights are aggregated on day level.

The following dimensions can be used with the measures in the Adherence group.

Agent skill
Business unit
Date
Group page
Organization

Agent days

This measure group contains measures related to the scheduled days for each agent. Use the scenario dimension to get data from a specific scenario.

The following dimensions can be used with the measures in the Agent days group.

Absence type
Agent skill
Business unit
Date
Day off
Group page
Organization
Scenario
Shift category

Agent queue stats

Use these measures to create reports from the agent point of view. For example, view how many calls a specific agent has answered and the talk time or handling time for these calls. Use the measures in combination with the Agents skills dimension to group or filter the data, and not with the Skills dimension.

NOTE Calls can be routed to and answered by an agent even if the agent does not have the specific skill.

The following dimensions can be used with the measures in the Agents queue stats group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Agent skills

Use these measures to view per date how many agents that have a specific skill and if its active or not. Use the measures in combination with the Agents skills dimension to group or filter the data, and not with the Skills dimension.

The following dimensions can be used with the measures in the Agents skills group.

Agent skill
Business unit
Date
External logon
Person period
Group page
Interval
Organization

Agent stats

The agent stats measures contains information from the ACD platform about the agents' states.

The following dimensions can be used with the measures in the Agents stats group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Constants

The constant measures in Insights are useful in some cases where the chosen type of visualization doesn't offer a way to present one or several percentage targets for your measure. Then you can try to use a constant to visualize it. The constants can be used with any dimension.

Forecast

The forecast measures contain forecast data. Use the scenario dimension to get data from a specific scenario.

The following dimensions can be used with the measures in the Forecast group.

Business unit
Date
Interval
Scenario
Skill
Skill workload

Forecast skill vs schedule

This measure group contains measures related to the forecasted time per skill compared to the scheduled time per skill.

Use the scenario dimension to get data from a specific scenario.

The following dimensions can be used with the measures in the Forecast skill vs schedule group.

Business unit
Date
Interval
Scenario
Skill

Hourly availability

The hourly availability measure group contains measures related to the availability entered by hourly staff in MyTime.

The following dimensions can be used with the measures in the Hourly availability group.

Agent skill
Business unit
Date
Group page
Organization
Scenario

Preferences

The schedule preferences measure group contains measures related to the agents’ entered schedule preferences. Use the scenario dimension to get data from a specific scenario.

The following dimensions can be used with the measures in the Preferences group.

Absence type
Activity type
Agent skill
Business unit
Date
Day off
Group page
Organization
Preference type
Scenario
Shift category
Shift length

Quality scores

Shows measures about all quality questionnaire scores for a person or agent.

The following dimensions can be used with the measures in the Quality scores group.

Business unit
Date
External logon
Group page
Organization
Quality questionnaire

Queue stats

This measure group contains measures based on queue data from the ACD platform.

The following dimensions can be used with the measures in the Queue stats group.

Business unit
Date
Interval
Queue
Skill
Skill workload

Request

The request measure group contains measures related to the requests for each agent.

The following dimensions can be used with the measures in the Request group.

Absence type
Agent skill
Business unit
Date
Group page
Organization
Request details
Request status
Request type

Requested days

Shows measures related to the days affected by requests for each agent.

The following dimensions can be used with the measures in the Requested days group.

Absence type
Agent skill
Business unit
Date
Group page
Organization
Request status
Request type

Schedule deviation

The schedule deviation measure group shows the deviation in minutes between ready time and different types of scheduled ready time as well as the ready-time adherence measures.

The ready-time adherence data is measured on interval level. It can not be compared to the Adherence data, because that is based on real-time adherence which is measured per second and therefore much more accurate.

The following dimensions can be used with the measures in the Schedule deviation group.

Agent skill
Business unit
Date
External logon
Group page
Interval
Organization

Scheduled agent time

Contains measures related to all scheduled time for each agent. Use the scenario dimension to get data from a specific scenario.

The following dimensions can be used with the measures in the Scheduled agent time group.

Absence type
Activity type
Agent skill
Business unit
Date
Group page
Interval
Organization
Overtime
Scenario
Shift category
Shift length
Shift start date local