WFM Schedules
This dataset is available for accounts that have WFM (Workforce Management) enabled.
1. What does each field represent?
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|---|---|---|---|---|---|
| Agent Name | Full Name of the Agent | String | None | Schedule Report | Yes | Dimension |
| Agent ID | Agent ID | String | None | Schedule Report | Yes | Dimension |
| Agent Queues | List of all Queues that agents belong to | String | None | Schedule Report | Yes | Dimension |
| Agent Team | Team that agents belong to | String | None | Schedule Report | Yes | Dimension |
| Created At Date | Timestamp of when the event is created | Date Time | Date, month, quarter, time, week, year | Schedule Report | Yes | Dimension |
| Edition ID | Schedule ID for the moment it was sent to Explore | String | None | Schedule Report | Yes | Dimension |
| Event Description | Description of the Event (from the field Add description on Events) | String | None | Schedule Report | Yes | Dimension |
| Event Duration | Measured in seconds | Number | None | Schedule Report | Yes | Dimension |
| Event Duration (minutes) | Measured in minutes | Number | None | Schedule Report | Yes | Dimension |
| Event End Date | Timestamp when the event ended | Date Time | Date, month, quarter, time, week, year | Schedule Report | Yes | Dimension |
| Event ID | Unique ID of the event | String | None | Schedule Report | Yes | Dimension |
| Event Pay Status | Displays if the event is Paid or Unpaid | String | None | Schedule Report | Yes | Dimension |
| Event Start Date | Timestamp when the event started | Date Time | Date, month, quarter, time, week, year | Schedule Report | Yes | Dimension |
| Event Type ID | Event Type ID (same ID for each event type) | String | None | Schedule Report | Yes | Dimension |
| Event Type Name | Type of event such as “E-mail, Phone, Lunch” | String | None | Schedule Report | Yes | Dimension |
| Event Type Usage | Displays if the event is a Shift or a Break | String | None | Schedule Report | Yes | Dimension |
| Team ID | Unique ID of an agent’s assigned team | String | None | Schedule Report | Yes | Dimension |
| Updated At Date | Timestamp of when the event is updated | Date Time | Date, month, quarter, time, week, year | Schedule Report | Yes | Dimension |
When is the data synced with Explore?
The report refreshes every hour to ensure the latest schedules are captured, including any changes made to schedules within the past 90 days. However, schedule changes made beyond the 90-day window won't be reflected in the report..**
Updated 2 months ago