About specific dimensions and measures

This topic provides an extra explanation to some specific dimensions and measures used in Insights

NOTE When using forecast and scheduled data, use the scenario dimension to get data from a specific scenario.

Date dimensions

Default time zone

The default time zone attribute in Insights is set for the Insights model and used by the system. A lot of data is stored in the default time zone, for example scheduled time, forecasted time, queue statistics. Some data is stored in the agent's time zone, that is the person time zone. The default time zone is found in the Date dimension group and can by used in any report. To display the default time zone on a page, simply use a card visualization and drop the attribute to it.

Relative date offset

This is a dimension that can be used when you want to filter based on relative dates.

EXAMPLE

Day before yesterday = -2
Yesterday = -1
Today = 0
Tomorrow = 1

Relative month offset

This is a dimension that can be used to filter based on relative months.

EXAMPLE

Two months before the current month = -2
The month before the current month = -1
Current month = 0
Next month = 1

Relative year offset

This is a dimension that can be used to filter based on relative years.

EXAMPLE

Two years before the current year = -2
The year before the current year = -1
Current year = 0
Next year = 1

Organization dimensions

Person time zone

Use the Person time zone to display what time zone the agent belongs to according to the settings in the People module. Use it as information in a table, as a filter or to sort on when creating your custom reports.

Some measures are always saved in the individual agent’s person time zone, for example Preferences, Hourly availability, Requests, Scheduled agent days (Shifts, Days off, Absences). While Scheduled agent time is bound to the default time zone.

When you combine the measures Scheduled days and Scheduled agent time in the same table, the data might show on different dates in cases where the agent's person time zone is in another time zone than the default time zone. Use the Shift start date local dimension instead of the normal date dimension to present all the data in the agent's person time zone on the date where the shift starts.

Request details dimension

Request application timestamp

This measure can be used to display what date a request was sent. Requests are always saved in the agent's time zone.

Forecast measures

Forecast vs Actual after call work abs diff

This measure displays the absolute difference in percentage between the total forecasted after call work time (s) and the actual total after call work time (s).

Calculation: Forecast vs. Actual after call work abs. diff. (%) = (ABS (Forecasted total after call work time - Actual total after call work time) / Actual total after call work time) x 100

Forecast vs Actual handling time abs diff

This measure displays the absolute difference in percentage between the total forecasted handling time (s) and the actual total handling time (s).

Calculation: Forecast vs. Actual handling time abs. diff. (%) = (ABS (Forecasted total handling time - Actual total handling time) / Actual total handling time) x 100

Forecast vs Actual talk time abs diff

This measure displays the absolute difference in percentage between the total forecasted talk time (s) and the actual total talk time (s).

Calculation: Forecast vs. Actual talk time abs. diff. (%) = (ABS (Forecasted total talk time - Actual total talk time) / Actual total talk time) x 100

Forecast vs Actual volume abs diff

This measure displays the absolute difference in percentage between the total forecasted volume and the total actual volume (calculated). The calculation is done per interval level.

Calculation: Forecast vs. Actual volume abs. diff. (%) = (ABS (Forecasted volume - Actual volume) / Actual volume) x 100

Forecasted agents skill incl shrinkage interval

This displays the forecasted number of agents per interval for a skill, including the shrinkage factor. This measure must be used on interval level only. Subtotals or grand totals for a longer time, date, week, month or year are not relevant and should not be used.

Forecasted agents skill interval

This measure displays the forecasted number of agents per interval for a skill. This measure must be used on interval level only. Subtotals or grand totals for a longer time, date, week, month or year are not relevant and should not be used.

Agent queue stat and queue stat measures

Last year

There are a few Last year measures. They make it easier to show statistics for a period side by side with the same period the previous year. When using these types of measures in a visualization, you must have a name of a column containing dates or a column table containing dates.

EXAMPLE If you use the measure Answered calls by Date dimension and then add the measure Answered calls last year, the result data for the corresponding dates the previous year is presented.

Agents stats

Agents answered calls last year
ATT avg talk time (s) last year

Queue Stats

Answered calls last year
Avg talk time last year
Offered calls last year

Year over year

The Year over year (YoY) measures are calculations that compare statistics for one period to the same period the previous year and calculates the difference as a percentage. When using these types of measures in a visualization you must have a name of a column containing dates or a column table containing dates.

EXAMPLE If you use the measure Answered calls by Date dimension and then add the measure Answered calls year over year %, the change between the selected date period and the corresponding date period the previous year is presented as a percentage.

Calculation: Year over year % = ((Present-Past)/Past) *100

Agents stats

Agents answered calls year over year %
ATT, Agents avg talk time (s) year over year %

Queue Stats

Answered calls year over year %
Avg talk time year over year %
Offered calls year over year %

Forecast vs schedule measures

Scheduled agents skill interval

This measure displays the scheduled number of agents per interval for a skill.

NOTE This measure must be used on interval level only. Subtotals or grand totals for a longer time, date, week, month or year are not relevant and should not be used.

Schedule agent time measures

Scheduled contract time per absence type

The measure presents the percentage of the contract time that is spent on the different absence types individually and the percentage that is spent on activities (total).

EXAMPLE Use dimensions from the Organization group and the Absence type group with the measure Schedule contract time/Absence type (%) found in the measure group Scheduled agent time.

Scheduled contract time per activity

The measure presents the percentage of the contract time that is spent on the different activities individually and the percentage that is spent on absences (total).

EXAMPLE Use dimensions from the Organization group and the Activity type group together with the measure Schedule contract time/Activity (%) found in the measure group Scheduled agent time.

Scheduled time per activity

The measure presents the percentage of the scheduled time spent on the different activities individually and the percentage that is spent on absences (total).

EXAMPLE Use dimensions from the Organization group and the Activity type group together with the measure Scheduled time/Activity (%) found in the measure group Scheduled agent time.