WFM Timeseries

This dataset is available for accounts that have WFM (Workforce Management) enabled.

Desired Field

Description

Type

Format

Section

Filter

Field

AVG Handle Time

Forecasted Average duration of the entire customer call.

Number

0.0

Forecasted

Yes

Dimension

Interaction Volume Offered

The total number of interactions (i.e., calls) that are expected to occur in a given interval.

Number

0

Forecasted

Yes

Dimension

Abandoned Volume

The number of calls that will drop out before being answered.

Number

0

History

Yes

Dimension

AVG Handle Time

History Average duration of the entire customer call.

Number

0.0

History

Yes

Dimension

AVG Time to Abandon

The average time before a customer will drop out.

Number

0.0

History

Yes

Dimension

AVG Wait Time

The average time a customer will wait to be in contact with an agent.

Number

0.0

History

Yes

Dimension

Backlog

The number of deferred interactions yet to be handled.

Number

0

History

Yes

Dimension

Interaction Volume Offered

Total historical number of interactions (i.e., calls) that are expected to occur in a given interval.

Number

0

History

Yes

Dimension

Occupancy

History % of time agents spent handling interactions.

Number

0

History

Yes

Dimension

Service Level Percentage

The % of interactions that are answered in the desired service level time.

Number

0.00%

History

Yes

Dimension

Staffing

The actual FTE available in the given interval and queue (accounting for agents in several queues).

Number

0

History

Yes

Dimension

Abandoned Volume

The number of calls that will drop out 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

The average time before a customer will drop out.

Number

0.0

Predicted

Yes

Dimension

AVG Wait Time

The average time a customer will wait to be in contact with an agent.

Number

0.0

Predicted

Yes

Dimension

Backlog

The number of deferred interactions yet to be handled.

Number

0

Predicted

Yes

Dimension

Interaction Volume Offered

The total predicted number of interactions (i.e., calls) that are expected to occur in a given interval.

Number

0

Predicted

Yes

Dimension

Occupancy

% of time agents spent handling interactions.

Number

0

Predicted

Yes

Dimension

Staffing

The actual FTE available in the given interval and queue (accounting for agents in several queues).

Number

0

Predicted

Yes

Dimension

Service Level Percentage

The % of interactions that are answered in the desired service level time.

Number

0.00%

Predicted

Yes

Dimension

Staffing

Expected FTE needed to guarantee the service level.

Number

0

Predicted

Yes

Dimension

Service Level Percentage

The % of interactions that are answered in the desired service level time.

Number

0.00%

Required

Yes

Dimension

Staffing

The actual FTE available in the given interval and queue (accounting for agents in several queues).

Number

0

Required

Yes

Dimension

Interval Start

Start time of the interval.

Time

YYYY-MM-DD HH-MM-SS

Yes

Dimension

Queue Id

Unique Queue ID.

Text

Queue Name

Queue Name.

Text