WFM Timeseries

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

Desired FieldDescriptionTypeFormatSectionFilterField
AVG Handle TimeForecasted Average duration of the entire customer call.Number0.0ForecastedYesDimension
Interaction Volume OfferedThe total number of interactions (i.e., calls) that are expected to occur in a given interval.Number0ForecastedYesDimension
Abandoned VolumeThe number of calls that will drop out before being answered.Number0HistoryYesDimension
AVG Handle TimeHistory Average duration of the entire customer call.Number0.0HistoryYesDimension
AVG Time to AbandonThe average time before a customer will drop out.Number0.0HistoryYesDimension
AVG Wait TimeThe average time a customer will wait to be in contact with an agent.Number0.0HistoryYesDimension
BacklogThe number of deferred interactions yet to be handled.Number0HistoryYesDimension
Interaction Volume OfferedTotal historical number of interactions (i.e., calls) that are expected to occur in a given interval.Number0HistoryYesDimension
OccupancyHistory % of time agents spent handling interactions.Number0HistoryYesDimension
Service Level PercentageThe % of interactions that are answered in the desired service level time.Number0.00%HistoryYesDimension
StaffingThe actual FTE available in the given interval and queue (accounting for agents in several queues).Number0HistoryYesDimension
Abandoned VolumeThe number of calls that will drop out before being answered.Number0PredictedYesDimension
AVG Handle TimePredicted Average duration of the entire customer call.Number0.0PredictedYesDimension
AVG Time to AbandonThe average time before a customer will drop out.Number0.0PredictedYesDimension
AVG Wait TimeThe average time a customer will wait to be in contact with an agent.Number0.0PredictedYesDimension
BacklogThe number of deferred interactions yet to be handled.Number0PredictedYesDimension
Interaction Volume OfferedThe total predicted number of interactions (i.e., calls) that are expected to occur in a given interval.Number0PredictedYesDimension
Occupancy% of time agents spent handling interactions.Number0PredictedYesDimension
StaffingThe actual FTE available in the given interval and queue (accounting for agents in several queues).Number0PredictedYesDimension
Service Level PercentageThe % of interactions that are answered in the desired service level time.Number0.00%PredictedYesDimension
StaffingExpected FTE needed to guarantee the service level.Number0PredictedYesDimension
Service Level PercentageThe % of interactions that are answered in the desired service level time.Number0.00%RequiredYesDimension
StaffingThe actual FTE available in the given interval and queue (accounting for agents in several queues).Number0RequiredYesDimension
Interval StartStart time of the interval.TimeYYYY-MM-DD HH-MM-SSYesDimension
Queue IdUnique Queue ID.Text
Queue NameQueue Name.Text