WFM Adherence Details dataset
The WFM Adherence Details dataset contains the following data:
Absence
| Data field | Definition |
|---|---|
| Absence In Contract Time Name | The display name for the absence in contract time. |
| Absence In Paid Time Name | The display name for the absence in paid time. |
| Absence In Work Time Name | The display name for the absence in work time. |
| Absence Type | All absence types that could be added to schedules in the WFM system. Status property shows if the absence is active or deleted in the system. |
| Absence Type Code | The Workforce Optimization database GUID for the absence type. |
| Absence Type Short Name |
An abbreviation for the absence type that is configured in WFM. |
| Absence Type Status | Whether the absence type is active or deleted. |
| Is Absence In Contract Time | Whether or not the absence is in contract time. 1 = yes, 0 = no. |
| Is Absence In Paid Time | Whether or not the absence is in paid time. 1 = yes, 0 = no. |
| Is Absence In Work Time | Whether or not the absence is in work time. 1 = yes, 0 = no. |
| Is Absence Type Deleted | Whether or not the absence type is deleted. 1 = yes, 0 = no. |
Activity
| Data field | Definition |
|---|---|
| Activity In Contract Time Name | The display name for the activity in contract time. |
| Activity In Paid Time Name | The display name for the activity in paid time. |
| Activity In Ready Time Name | The display name for the activity in ready time. |
| Activity in Work Time Name | The display name for the activity in work time. |
| Activity Type | All activity types that could be added to schedules in the system. Status property shows if the activity is active or deleted in the system. |
| Activity Type Code | The Workforce Optimization database GUID for the activity type. |
| Activity Type Status | Can be active or deleted. |
| Is Activity In Contract Time | Whether or not an activity is in contract time. 1 = yes, 0 = no. |
| Is Activity In Paid Time | Whether or not an activity is in paid time. 1 = yes, 0 = no. |
| Is Activity In Ready Time | Whether or not an activity is in ready time. 1 = yes, 0 = no. |
| Is Activity In Work Time | Whether or not an activity is in work time. 1 = yes, 0 = no. |
|
Is Activity Type Deleted |
Whether or not an activity type is deleted. 1 = yes, 0 = no. |
Adherence
| Data field | Definition |
|---|---|
| Activity End Date | The date when the activity ended in an agent's schedule. |
| Activity Start Date | The date when the activity started in an agent's schedule. |
|
Adherence (%) |
The percentage of time when agents were in adherence, calculated as in adherence time / (in adherence time + out of adherence time). |
| Adherence Change ID | Row ID for detailed adherence status. |
| Adherence Type | Type of adherence state for an agent: In, Out, or Neutral. |
| In Adherence Time (s) | The number of seconds when agents were adhering to their schedules. |
| Neutral Adherence Time (s) | The number of seconds agents spent in neutral adherence: neither in adherence nor out of adherence. |
| Out of Adherence Time (s) | The number of seconds agents spent not adhering to their schedules. |
| Shift Start Date | Time subject representing dates bound to the agent local time zone for shifts, absence days, days off, and schedule preferences. |
| State End Date | The date when an agent left a state in the ACD. |
| State Group ID | The Workforce Optimization database ID for the state group. |
| State Group Name | A group of related states from the ACD platform. The state groups are created in WFM Options. |
| State Start Date | The date when an agent entered a state in the ACD. |
| Time in State (s) | The time/duration in seconds for a scheduled activity and state group for an agent. |
Organization
| Data field | Definition |
|---|---|
| Business Unit Code | The Workforce Optimization database GUID for the business unit. |
| Business Unit Name | The organizational unit at the top of the business hierarchy. It can contain one or more sites. |
| Site Code | The Workforce Optimization database GUID for the site. |
| Site Name | A site is a unit in the business hierarchy, belonging to a business unit and containing one or more teams. |
| Team Code | The Workforce Optimization database GUID for a team. |
| Team Name |
The display name for the collection of agents. |
Person
| Data field | Definition |
|---|---|
| Agent Skill Set Code | The Workforce Optimization database GUID for the agent skill set. |
| Agent Skill Set Name | A unique combination of assigned skills for an agent. |
| Employment End Date | The date when the person's employment ended in Workforce Optimization. |
| Employment Number |
This number associated with the person appears if your Workforce Optimization system is connected to your Human Resources Management System (HRMS). |
| Employment Start Date | The date when the person's employment started in Workforce Optimization. |
|
First Name |
The user's first name. |
| Is Agent |
Whether or not the person is an agent. 1 = yes, 0 = no. |
|
Is Person Deleted |
Whether or not a person is deleted. 1 = yes, 0 = no. |
|
Is User |
Whether or not a person is a user in WFM. 1 = yes, 0 = no. |
|
Last Name |
The user's last name. |
|
Person Code |
The unique ID of a WFM person. |
|
Person Contract Code |
The Workforce Optimization database GUID of the person contract. |
|
Person Contract Name |
The display name of the person contract. |
|
Person Email |
The user's email address. |
|
Person Name |
The full name of the agent in the WFM system. A person is considered to be an agent if he/she belongs to a team. The person code/ID connected is a unique identifier for the person in the WFM system regardless of person period. |
|
Person Note |
This data comes from an open-text field in the People module. |
|
Person Parttime % |
The percentage of a full-time schedule that a part-time agent works. For example, an agent who works half time has a parttime % of .5. |
|
Person Period Note |
A comment that is added to the person period. This data comes from an open-text field in the People module. |
|
Person Timezone |
The timezone associated with the user's WFM settings. |
System
| Data field | Definition |
|---|---|
| system_person_code |
The unique ID of a WFM person. |
| system_realm_id |
The Workforce Optimization database ID for the Provider realm that the tenant is in. |
| system_team_code | The Workforce Optimization database GUID for a team. |
| system_tenant_id |
The Workforce Optimization database ID for the tenant. |