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 CTI 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 CTI 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

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