WFM Adherence dataset
The WFM Adherence dataset contains the following data:
Adherence
Data field | Definition |
---|---|
Adherence (%) | The percentage of time marked as in adherence for an agent on day level. |
In Adherence (h) | The time in hours marked as in adherence for an agent on day level. |
In Adherence (m) | The time in minutes marked as in adherence for an agent on day level. |
In Adherence (s) | The number of seconds when agents were adhering to their schedules. |
In Neutral Adherence (h) | The time in hours marked as in neutral adherence for an agent on day level. |
In Neutral Adherence (m) | The time in minutes marked as in neutral adherence for an agent on day level. |
In Neutral Adherence (s) | The number of seconds when agents' adherence was marked as neutral: neither in adherence nor out of adherence. |
Late for Work (s) | The time in seconds on day level that an agent is recorded as "Late for work". Which activities to track are set in the Adherence tool. Format in hh:mm:ss. |
Late for Work Count | The number of days that an agent is recorded as "Late for work." Which activities to track are set in the Adherence tool. |
Out of Adherence (h) | The time in hours marked as out of adherence for an agent on day level. |
Out of Adherence (m) | The time in minutes marked as out of adherence for an agent on day level. |
Out of Adherence (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. |
Time in Shift (h) |
The total time in hours scheduled in shift for an agent. |
Time in Shift (m) |
The total time in minutes scheduled in shift for an agent. |
Time in Shift (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. |
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. |
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 First Name |
The user's first name. |
Person Last Name |
The user's last name. |
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. |