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WFM Default Timeseries Report

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Desired FieldDescriptionTypeFormatSectionFilterField
AVG Handle TimeForecasted Average duration of the entire customer call.Number0ForecastedYesDimension
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 of the line before being answered.Number0HistoryYesDimension
AVG Handle TimeHistory Average duration of the entire customer call.Number0HistoryYesDimension
AVG Time to AbandonThe average time before a customer will drop out of the line.Number0HistoryYesDimension
AVG Wait TimeThe average time a customer will wait to be in contact with an agent.Number0HistoryYesDimension
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
Actual StaffingThe actual staffing available in the given interval and queue (accounting for agents that are in several queues).Number0HistoryYesDimension
Abandoned VolumeThe number of calls that will drop out of the line before being answered.Number0PredictedYesDimension
AVG Handle TimePredicted Average duration of the entire customer call.Number0PredictedYesDimension
AVG Time to AbandonThe average time before a customer will drop out of the line.Number0PredictedYesDimension
AVG Wait TimeThe average time a customer will wait to be in contact with an agent.Number0PredictedYesDimension
BacklogThe number of deferred interactions yet to be handled.Number0PredictedYesDimension
Interaction Volume OfferedTotal 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
Required StaffingThe actual staffing available in the given interval and queue (accounting for agents that are in several queues).Number0PredictedYesDimension
Service Level PercentageThe % of interactions that are answered in the desired service level time.Number0.00%PredictedYesDimension
Expected StaffingExpected staffing needed to guarantee the service level.Number0PredictedYesDimension
Actual StaffingThe actual staffing available in the given interval and queue (accounting for agents that are in several queues).Number0RequiredYesDimension
Interval StartStart time of the interval.TimeYYYY-MM-DD HH-MM-SSYesDimension
Queue IDUnique Queue IDTextYesDimension
Queue NameQueue NameTextYesDimension
FieldDBMeasuresDescriptionFormatSectionFilterMetrics Calculations
Interaction Volume OfferedAVG Interaction Volume OfferedAverage of Interaction Volume Offered0ForecastedYesAVG (Interaction Volume Offered
AVG Handle TimeMax Average Handle TimeMaximum of Average Handle Time0ForecastedYesMax (Average Handle Time
Interaction Volume OfferedMax Interaction Volume OfferedMaximum of Interaction Volume Offered0ForecastedYesMax (Interaction Volume Offered
AVG Handle TimeMin Average Handle TimeMinimum of Average Handle Time0ForecastedYesMin (Average Handle Time
Interaction Volume OfferedMin Interaction Volume OfferedMinimum of Interaction Volume Offered0ForecastedYesMin (Interaction Volume Offered
Interaction Volume OfferedTotal Interaction Volume OfferedTotal Interaction Volume Offered0ForecastedYesTotal (Interaction Volume Offered
Abandoned VolumeAVG Abandoned VolumeAverage of Abandoned Volume0HistoryYesAVG Abandoned Volume
Interaction Volume OfferedAVG Interaction Volume OfferedAverage of Interaction Volume Offered0HistoryYesAVG Interaction Volume Offered
OccupancyAVG OccupancyAverage of Occupancy0HistoryYesAVG Occupancy
Service Level PercentageAVG Service Level PercentageAverage of Service Level Percentage0.00%HistoryYesAVG Service Level Percentage
StaffingAVG StaffingAverage of Staffing0HistoryYesAVG Staffing
Abandoned VolumeMax Abandoned VolumeMaximum of Abandoned Volume0HistoryYesMax Abandoned Volume
AVG Handle TimeMax Average Handle TimeMaximum of Average Handle Time0HistoryYesMax Average Handle Time
AVG Time to AbandonMax Average Time to AbandonMaximum of Average Time to Abandon0HistoryYesMax Average Time to Abandon
AVG Wait TimeMax Average Wait TimeMaximum Average Wait Time0HistoryYesMax Average Wait Time
Interaction Volume OfferedMax Interaction Volume OfferedMaximum of Interaction Volume Offered0HistoryYesMax Interaction Volume Offered
OccupancyMax OccupancyMaximum of Occupancy0HistoryYesMax Occupancy
Service Level PercentageMax Service Level PercentageMax Service Level Percentage0.00%HistoryYesMax Service Level Percentage
StaffingMax StaffingMaximum of Staffing0HistoryYesMax Staffing
Abandoned VolumeMin Abandoned VolumeMinimum of Abandoned Volume0HistoryYesMin Abandoned Volume
AVG Handle TimeMin Average Handle TimeMinimum of Average Handle Time0HistoryYesMin Average Handle Time
AVG Time to AbandonMin Average Time to AbandonMinimum of Average Time to Abandon0HistoryYesMin Average Time to Abandon
AVG Wait TimeMin Average Wait TimeMinimum of Average Wait Time0HistoryYesMin Average Wait Time
Interaction Volume OfferedMin Interaction Volume OfferedMinimum of Interaction Volume Offered0HistoryYesMin Interaction Volume Offered
OccupancyMin OccupancyMinimum of Occupancy0HistoryYesMin Occupancy
Service Level PercentageMin Service Level PercentageMinimum of Service Level Percentage0.00%HistoryYesMin Service Level Percentage
StaffingMin StaffingMinimum Staffing0HistoryYesMin Staffing
StaffingNumber StaffingSumming Number Staffing0HistoryYesNumber Staffing
Abandoned VolumeTotal Abandoned VolumeTotal Abandoned Volume0HistoryYesTotal Abandoned Volume
Interaction Volume OfferedTotal Interaction Volume OfferedTotal Interaction Volume Offered0HistoryYesTotal Interaction Volume Offered
OccupancyTotal OccupancyTotal Occupancy0HistoryYesTotal Occupancy
Service Level PercentageAVG Service Level PercentageAverage of Service Level Percentage0.00%PredictedYesAVG Service Level Percentage
StaffingAVG StaffingAverage of Staffing0PredictedYesAVG Staffing
Service Level PercentageMax Service Level PercentageMaximum of Service Level Percentage0.00%PredictedYesMax Service Level Percentage
StaffingMax StaffingMaximum of Staffing0PredictedYesMax Staffing
Service Level PercentageMin Service Level PercentageMinimum Service Level Percentage0.00%PredictedYesMin Service Level Percentage
StaffingMin StaffingMinimum of Staffing0PredictedYesMin Staffing
Abandoned VolumeTotal Abandoned VolumeTotal Abandoned Volume0PredictedYesTotal Abandoned Volume
Interaction Volume OfferedTotal Interaction Volume OfferedTotal Interaction Volume Offered0PredictedYesTotal Interaction Volume Offered
StaffingTotal StaffingTotal Staffing0PredictedYesTotal Staffing
StaffingAVG StaffingAverage Staffing0PredictedYesAVG Staffing
StaffingMax StaffingMaximum of Staffing0PredictedYesMax Staffing
StaffingMin StaffingMinimum Staffing0PredictedYesMin Staffing
StaffingTotal StaffingTotal Staffing0PredictedYesTotal Staffing

Updated 8 months ago