These datasets is available for accounts that have WFM (Workforce Management) enabled.
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|
| AVG Handle Time | Forecasted duration of a customer call. | Number | 0.0 | Forecasted | Yes | Dimension |
| Interaction Volume Offered | Forecasted total number of interactions (e.g., calls) for a given interval. | Number | 0 | Forecasted | Yes | Dimension |
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|
| Abandoned Volume | History of the number of calls that dropped out of the line before being answered. | Number | 0 | History | Yes | Dimension |
| AVG Handle Time | History of the average duration of a customer call. | Number | 0.0 | History | Yes | Dimension |
| AVG Time to Abandon | History of the average time before a customer dropped out of the line. | Number | 0.0 | History | Yes | Dimension |
| AVG Wait Time | History of the average time a customer waited to be in contact with an agent. | Number | 0.0 | History | Yes | Dimension |
| Backlog | History of the number of deferred interactions handled. | Number | 0 | History | Yes | Dimension |
| Interaction Volume Offered | Historical total number of interactions (e.g., calls) that occurred in a given interval. | Number | 0 | History | Yes | Dimension |
| Occupancy | Historical % of time that agents spent handling interactions. | Number | 0 | History | Yes | Dimension |
| Service Level Percentage | Historical % of interactions answered in the desired service level time. | Number | 0.00% | History | Yes | Dimension |
| Staffing | History of the staffing available in the given interval and queue (accounting for agents that were in several queues). | Number | 0 | History | Yes | Dimension |
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|
| Abandoned Volume | Predicted number of calls that will drop out of the line before being answered. | Number | 0 | Predicted | Yes | Dimension |
| AVG Handle Time | Predicted average duration of the entire customer call. | Number | 0.0 | Predicted | Yes | Dimension |
| AVG Time to Abandon | Predicted average time before a customer will drop out of the line. | Number | 0.0 | Predicted | Yes | Dimension |
| AVG Wait Time | Predicted average time a customer will wait to be in contact with an agent. | Number | 0.0 | Predicted | Yes | Dimension |
| Backlog | Predicted number of deferred interactions to be handled. | Number | 0 | Predicted | Yes | Dimension |
| Interaction Volume Offered | Total predicted number of interactions (e.g., calls) that are expected to occur in a given interval. | Number | 0 | Predicted | Yes | Dimension |
| Occupancy | Predicted % of time agents will spend handling interactions. | Number | 0 | Predicted | Yes | Dimension |
| Required Staffing | Predicted staffing that will be available in the given interval and queue (accounting for agents that are in several queues). | Number | 0 | Predicted | Yes | Dimension |
| Service Level Percentage | Predicted % of interactions that will be answered in the desired service level time. | Number | 0.00% | Predicted | Yes | Dimension |
| Staffing | Predicted staffing that will be needed to guarantee the service level. | Number | 0 | Predicted | Yes | Dimension |
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|
| Service Level Percentage | Required % of interactions to be answered in the desired service level time. | Number | 0.00% | Required | Yes | Dimension |
| Staffing | Required staffing to be available in the given interval and queue (accounting for agents that are in several queues). | Number | 0 | Required | Yes | Dimension |
| Desired Field | Description | Type | Format | Section | Filter | Field |
|---|
| Interval Start | Start time of the interval. | Time | YYYY-MM-DD HH-MM-SS | | Yes | Dimension |
| Queue Id | Unique Queue ID. | Text | | | Yes | Dimension |
| Queue Name | Queue Name. | Text | | | Yes | Dimension |
