WFM Default Timeseries Report
Comprehensive field reference for the WFM Default Timeseries Report, including data types, formats, and available data sources for history data across different channels with detailed limitations.
| Field | Description | Type | Format | Filter | Field Type | Manual Import | History API | Digital | Voice |
|---|---|---|---|---|---|---|---|---|---|
| Interval Start | Start time of the interval. | Time | YYYY-MM-DD HH:MM:SS | Yes | Dimension | N/A | N/A | N/A | N/A |
| Queue Name | Queue Name | Text | Yes | Dimension | N/A | N/A | N/A | N/A | |
| Forecasted AVG Handle Time | Forecasted Average Handle Time | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Forecasted Interaction Volume Offered | The total number of contacts (i.e. calls,emails, or chats) that are expected to occur in a given interval. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| History Abandoned Volume | The number of contacts that will drop out of the queue before being answered. | Number | 0 | Yes | Dimension | Yes | Yes | Yes | Yes |
| History AVG Handle Time | History Average duration of the customer contact (includes after call work with voice). | Number | 0 | Yes | Dimension | Yes | Yes* | Yes | Yes |
| History AVG Time to Abandon | The average time before a customer will drop out of the queue. | Number | 0 | Yes | Dimension | Yes | Yes | No | Yes |
| History AVG Wait Time | The average time a customer will wait to be in contact with an agent. | Number | 0 | Yes | Dimension | Yes | Yes | Yes | Yes |
| History Backlog | The number of deferred contacts yet to be handled. | Number | 0 | Yes | Dimension | Yes | Yes | No | N/A |
| History Interaction Volume Offered | Total historical number of contacts (i.e. calls) that are expected to occur in a given interval. | Number | 0 | Yes | Dimension | Yes | Yes | Yes | Yes |
| History Occupancy | History % of time agents spent handling contacts. | Number | 0 | Yes | Dimension | Yes | Yes* | No | No |
| History Service Level Percentage | The % of contacts that are answered in the desired service level time. | Number | 0.00% | Yes | Dimension | Yes | Yes | Yes | Yes* |
| History Actual Staffing | The actual staffing available in the given interval and queue (accounting for agents that are in several queues). | Number | 0 | Yes | Dimension | Yes | Yes* | No | No |
| Predicted Abandoned Volume | The number of calls that will drop out of the line before being answered. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted AVG Handle Time | Predicted Average duration of the entire customer call. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted AVG Time to Abandon | The average time before a customer will drop out of the line. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted AVG Wait Time | The average time a customer will wait to be in contact with an agent. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted Backlog | The number of deferred contacts yet to be handled. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted Interaction Volume Offered | Total predicted number of contacts (i.e. calls) that are expected to occur in a given interval. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted Occupancy | % of time agents spent handling contacts. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted Required Staffing | Expected staffing needed to guarantee the service level. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted Service Level Percentage | The % of contacts that are answered in the desired service level time. | Number | 0.00% | Yes | Dimension | N/A | N/A | N/A | N/A |
| Predicted Staffing | The predicted staffing based on the available agents schedules and their contributions to the queues they are assigned | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
| Required Staffing | Expected staffing needed to guarantee the service level. | Number | 0 | Yes | Dimension | N/A | N/A | N/A | N/A |
Limitations and Conditions for Yes* Fields
- History AVG Handle Time (History API): Typically not available from external email systems, but is supported by the API should it be available
- History Occupancy (History API): Typically not available from external systems, but is supported by the API should it be available
- History Service Level Percentage (Voice): Based on Configured Service Time Threshold in CCaaS Admin>Preferences>Metrics Settings
- History Actual Staffing (History API): Typically not available from external systems, but is supported by the API should it be available
Updated 16 days ago