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 of the line 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 of the line. | 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 staffing available in the given interval and queue (accounting for agents that are in several queues). | Number | 0 | History | Yes | Dimension |
| Abandoned Volume | The 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 | The average time before a customer will drop out of the line. | 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 | 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 |
| Required Staffing | The actual staffing available in the given interval and queue (accounting for agents that are 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 staffing 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 staffing available in the given interval and queue (accounting for agents that are 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 | Yes | Dimension | ||
| Queue Name | Queue Name. | Text | Yes | Dimension |
Updated 6 months ago