WFM Timeseries

These datasets is available for accounts that have WFM (Workforce Management) enabled.

Forecasted

Desired FieldDescriptionTypeFormatSectionFilterField
AVG Handle TimeForecasted duration of a customer call.Number0.0ForecastedYesDimension
Interaction Volume OfferedForecasted total number of interactions (e.g., calls) for a given interval.Number0ForecastedYesDimension

History

Desired FieldDescriptionTypeFormatSectionFilterField
Abandoned VolumeHistory of the number of calls that dropped out of the line before being answered.Number0HistoryYesDimension
AVG Handle TimeHistory of the average duration of a customer call.Number0.0HistoryYesDimension
AVG Time to AbandonHistory of the average time before a customer dropped out of the line.Number0.0HistoryYesDimension
AVG Wait TimeHistory of the average time a customer waited to be in contact with an agent.Number0.0HistoryYesDimension
BacklogHistory of the number of deferred interactions handled.Number0HistoryYesDimension
Interaction Volume OfferedHistorical total number of interactions (e.g., calls) that occurred in a given interval.Number0HistoryYesDimension
OccupancyHistorical % of time that agents spent handling interactions.Number0HistoryYesDimension
Service Level PercentageHistorical % of interactions answered in the desired service level time.Number0.00%HistoryYesDimension
StaffingHistory of the staffing available in the given interval and queue (accounting for agents that were in several queues).Number0HistoryYesDimension

Predicted

Desired FieldDescriptionTypeFormatSectionFilterField
Abandoned VolumePredicted number of calls that will drop out of the line before being answered.Number0PredictedYesDimension
AVG Handle TimePredicted average duration of the entire customer call.Number0.0PredictedYesDimension
AVG Time to AbandonPredicted average time before a customer will drop out of the line.Number0.0PredictedYesDimension
AVG Wait TimePredicted average time a customer will wait to be in contact with an agent.Number0.0PredictedYesDimension
BacklogPredicted number of deferred interactions to be handled.Number0PredictedYesDimension
Interaction Volume OfferedTotal predicted number of interactions (e.g., calls) that are expected to occur in a given interval.Number0PredictedYesDimension
OccupancyPredicted % of time agents will spend handling interactions.Number0PredictedYesDimension
Required StaffingPredicted staffing that will be available in the given interval and queue (accounting for agents that are in several queues).Number0PredictedYesDimension
Service Level PercentagePredicted % of interactions that will be answered in the desired service level time.Number0.00%PredictedYesDimension
StaffingPredicted staffing that will be needed to guarantee the service level.Number0PredictedYesDimension

Required

Desired FieldDescriptionTypeFormatSectionFilterField
Service Level PercentageRequired % of interactions to be answered in the desired service level time.Number0.00%RequiredYesDimension
StaffingRequired staffing to be available in the given interval and queue (accounting for agents that are in several queues).Number0RequiredYesDimension

General

Desired FieldDescriptionTypeFormatSectionFilterField
Interval StartStart time of the interval.TimeYYYY-MM-DD HH-MM-SSYesDimension
Queue IdUnique Queue ID.TextYesDimension
Queue NameQueue Name.TextYesDimension